Agent Workspace Work Notes default

Winnie P · ‎07-19-2020

Hello,

How do you change the default within the Agent Workspace platform for "Activity - Respond via", from "Additional comments (customer visible)" to "Work notes"?

Thank you.

Mahesh Kumar7 · ‎07-20-2020

Hi @Winnie Poelima.

In that case Configure -> Form Layout (Incident Workspace view). PFB the snapshot:

And move Work Notes above the Additional comments.

Then in workspace it will show work notes as default. It worked for me, you also try and confirm.

And please mark my answer helpful and correct if it works for you.

Regards,

Mahesh Kumar

View solution in original post

Ankur Bawiskar · ‎07-19-2020

Hi,

please share some screenshot around this?

What is exactly required?

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Winnie P · ‎07-20-2020

Thank you Ankur here is a screenshot:

Ankur Bawiskar · ‎07-20-2020

@Winnie Poelima

Can you share when this pop-up is coming? that would be helpful

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Winnie P · ‎07-20-2020

sorry for being Vague Ankur, hope this helps - it is when viewing an Incident ie: