Missing worknotes field in incident form.
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‎08-08-2025 08:46 AM - last edited a week ago
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‎08-08-2025 08:46 AM
Please let me know if require any details.
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‎08-08-2025 08:57 AM - edited ‎08-08-2025 08:58 AM
Hi @umar5 ,
The Work Note field requires the ITIL role (or an equivalent) for read/write access. If the user doesn’t have this role or if there’s an ACL preventing access, the field will not appear on the form. Check the field ACL entries to make sure the user role is authorised to view them.
Try this once and let me know. If you find this helpful, please accept this as a solution and hit the helpful button..
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/
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‎08-08-2025 09:07 AM
There are no ACL's, client scripts, UI policies are configured to restrict only for two incident records it is not showing.
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‎08-08-2025 08:59 AM
Hi @umar5 ,
Kindly check this below solution from community.
https://www.servicenow.com/community/developer-forum/work-notes-field-not-visible/m-p/2168181
Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket.
Thank you!!
