Work Notes and Additional comments are not visible in Compose area of SOW (answered)

[ChicagoRus]

Issue: Work Notes Not Visible in Compose Section of SOW
I recently ran into a situation where Work Notes on RITMs weren’t showing up in the Compose section of SOW. At first, I suspected ACL or UI issues, but the root cause was much simpler: the fields weren’t included on the form.
For Work Notes and Additional Comments to appear in the Compose area:
• They must be present on the form.
• The order on the form determines the order of display in Compose.

Steps to Fix
1. Open the RITM (or the relevant object).
2. Switch the view to Service Operations View.
3. Use Form Builder to configure the form.
4. Add (or remove) Work Notes and Additional Comments.
5. Save your changes.

The email functionality in Compose is controlled separately:
• Navigate to System Definition > Dictionary.
• Search for the table in question.
• In the related lists, locate Attributes.
• Set the Email Client attribute to true or false as needed.

It’s a bit unusual that the fields required for Compose are managed in different areas (form configuration vs. dictionary attributes). Hopefully this saves someone a few minutes—or even hours—of troubleshooting.

[Mark Manders]

How is this different from the core view? The fields are managed from the form, the email from the dictionary. This has never been managed in any other way.

[kaushal_snow]

@ChicagoRus ,

You’re right........ fields like Work Notes and Additional Comments must be present on the form layout of the table (or the view you’re using) for them to appear in the Compose/Activity stream area in Service Operations Workspace (SOW).................

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