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]

Thanks for the clarification Thomas. I'll need to setup the script for both my Incident records and requested items. Let me do some tinkering and I'll report back. Again, thanks for the support.

It boggles my mind how much of SNOW is not documented when it comes to things like this. 90% of my tough configs have been overcome by the community.

None the less, thank you!

Edit: Got it working! Big thanks to @Thomas Douglas for this one. For anyone else trying to create this client script, be sure to use the "Name" of the view, not the "Title." It wasn't working for me until I figured that out. 

[Michael Culhan1]

Also, this may be common knowledge for others but it wasn't for me: in the onLoad script use all lowercase for the section name, even if it contains capitals.

Thanks for this solution, you saved me hours.

[warren_chan · Accepted solution]

I did the same, but with a UI policy. I think a key call out is that if you only want to hide the duplicate Comments/Worknotes in the Agent Workspace, but keep them in the native UI, that you should uncheck the Global box, and specify the "Workspace" view that it applies for. I also confirmed it works for the OOB form sections, as long as you know the name of it.

[midjoule]

Thanks @warren.chan for having looked further into this.

[OliverDoesereck]

So an update in 2023, Workspaces have Workspace View Rules which can be used to remove the Journal Input Fields

In the Workspace, there are UX Page Properties, in the viewRuleConfigId is the sys_id of the UX View Rule Configuration. Here you find the Workspace View Rules. Just ensure the right View is selected in the View Rule. I had to script it into the field since it wasnt available to select.