Work Notes and Additional Comments in Agent Workspace - how to hide in form?

[peter_repan]

Hi all,

I have "Work notes" and "Additional Comments" in Workspace view for incident and these two fields are also visible in the "middle" section of the Agent workspace form where you see the Activities. 

If I remove the fields from the view or hide them using script/UI policy, they will also be removed from the middle section. 

As far as I know this is out of the box behavior, however it does not make much sense for me. 

Does anybody have some clever workaround? The goal is to have Work Notes / Comments only in the middle section . 

[Alberto Consonn]

Hi,

use the procedure described at the following article, you will be able to achieve it easily:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0760076

If I have answered your question, please mark my response as correct and helpful.

Thank you very much

Cheers
Alberto

[peter_repan]

Hi Alberto, I'm sorry but you misunderstood the question. 

I'd like to remove the Work Notes + Additional Comments from the form (left-side panel).

[Alberto Consonn]

@peter.repan 

I understood it well, please follow the steps below:

Select the Workspace view:

Click "Edit this section"

• Go to 'Notes' section
• In 'Selected' block, move the position of 'Work Notes' above 'Additional Comments'
• Save the layout.

If I have answered your question, please mark my response as correct and helpful so that this thread can be closed and others can be benefited by this.

Thank you very much

Cheers
Alberto

[Alberto Consonn]

@peter.repan 

Did this solve your question? Or do we need to follow-up on this?

If I have answered your question, please mark my response as correct and helpful so that others with the same question in the future can find it quickly and that it gets removed from the unanswered list.

Thank you very much

Cheers
Alberto