Agent Workspace - duplicate work notes and additional comments

[midjoule]

Hello,

We are trying to leverage the use of Agent Worskpace for one of our clients. However, the users are confused with the 2 columns and the duplication of the Work Notes and Additional Comments fields:

In this example, I pasted an image on the left side (rich text) and I deactivated the rich text editor on the right side. This is even more confusing for the user. 

Is there a way to keep the 2 fields in the Compose section (middle column) and remove the Notes section (left column) ? Currently, if I remove the fields and the section from the left side, the fields disappear also from the middle column.

Thank you for your support

[Jeret]

I have the same question. No idea how to control the visibility of the "Compose" section.

[Thomas Douglas]

I found that if you create a separate section in your form design for the notes fields, then use an onLoad client script to hide the section itself instead of the fields, it will still display the Compose section:

Form Design with note fields moved to their own section:

onLoad client script:

function onLoad() {
    g_form.setSectionDisplay('notes', false);
}

Still there, but no duplicate notes fields:

[Jeret]

Thomas, thanks for the reply. What table should this client script target? I presume it should target the "views" table then, run on load?

[Thomas Douglas]

Actually, you should put the client script in either the table of the record you are displaying in Agent Workspace or one of the tables it inherits from (i.e. 'task' or similar). 

*Make sure to uncheck the 'Global' option and specify whatever view you use for your Agent Workspace (typically 'workspace').  This is to account for varying notes fields found in your tables and avoid interfering with your standard (non-workspace) forms. 

In my example above, I was displaying a Request Item ('sc_req_item' table) and the notes fields on that particular table in my environment have some customizations, which led me to put the script in the 'sc_req_item' table itself.  If your 'work_notes' and 'comments' fields are the standard out of box fields that are inherited from the 'task' table, you could put the script in the 'task' table itself and let it be inherited for all task derived tables (provided they all use the same 'workspace' view in your Agent Workspace setup).