question Re: Field are not showing as per the form layout in ITSM forum

Field are not showing as per the form layout

Shubham Zanwar — Fri, 14 Nov 2025 12:53:40 GMT

In the form layout the Work notes field is above the Additional comments field as you can see in the below image.

But on the form, it looks like the Work notes field is below the Additional comment field.

Can anyone help me with this? How can I move the work notes field above the additional comments field?

Re: Field are not showing as per the form layout

Dr Atul G- LNG — Fri, 14 Nov 2025 12:57:45 GMT

I tried on my end, and it looks like it has been fixed somewhere in the backend logic, which we can’t access. I also cleared the cache, but it’s still not working

Re: Field are not showing as per the form layout

Ankur Bawiskar — Fri, 14 Nov 2025 13:10:47 GMT

@Shubham Zanwar

The form layout just defines which fields are shown in which order.

The other screenshot is for activity fields.

-> For existing records the order of Work notes and Comments is based on the order you set in activities field

To change the order you need to do this

1) click the filter activity icon

2) then click the Configure Fields

3) then change the order

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Re: Field are not showing as per the form layout

Ankur Bawiskar — Fri, 14 Nov 2025 13:15:32 GMT

@Shubham Zanwar

this link talks the above behavior and I just tested the same

This is not back end logic and it's platform feature which we can change on any table you want.

Order of combined journal fields is different on different tables or if the record is new

See here the work notes is 1st and then comments that's because of the order of fields in Activities Filter

OOTB Behavior

Now I will change the order in Activities bucket and changes will reflect in Form as well -> change the order and Save

See the order is changed now on form

I hope I was able to explain you the feature and you can deep dive further into it.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏