Comments & worknotes
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‎06-17-2025 01:55 AM
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‎06-17-2025 02:03 AM
Technically, ITIL users can see both the work notes and additional comments.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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‎06-17-2025 02:57 AM
both are ITIL user， but one is L1 ， the other is L2. How to implement it?
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‎06-17-2025 03:05 AM
Hi @Di Zhang
In that case, you need to define the ACL for the L1 group to show both Work Notes and L2 activities. Logically, either L1 or L2 should be able to see all activity in the incident because L1 is primarily the team interacting with the end user or caller.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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‎06-17-2025 06:23 AM
No, the req is we have L1, L2,L3 support. L1 only can see the work notes from L2 , L2 can see the comments from L3. But L1 should not see any comments from L3. We planned to use a new field but it was refused by client. So can we use work notes and comment to implement it? L1>L2 used worknotes, L3>L2 used comments. then L1 only can see the worknotes in activity stream, L2 can see worknote + comments in activity stream. We tested ACL for Journey Field table, but it does not work.
