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 . 

[Elias2]

Hi @Alberto Consonni , I have the same issue where agent workspace shows the "Additional Comments" and "Work Notes" in both the form pane as well as the middle activity pane. Rearranging them as you have recommended does not resolve the issue.  Removing the fields removes them from both the form and activity pane. This is the case in Paris Hotfix 3...not sure if it has been patched in HF 5.

[Petr Pastuszek]

Thx, this information helped.

Also created copy for sc_task and this has solved it. Hope there is better-inbuilt solution in the future.

/Petr

[Willem]

On the Incident form in the 'regular' view you can configure the workspace view.

On the regular incident form right click on the header and go to configure --> form layout on the form and select workspace as the view.

Remove comments and work notes field and save.

Reference: https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/task/configu...

[michaeljeffery]

You can move the Additional Comments and Work Notes to their own section and then use an onLoad Client Script to hide the section:

https://community.servicenow.com/community?id=community_question&sys_id=c29196f6db0f1c10f21f5583ca9619a6