The user unable to see the show journal field in incident table servicenow

[SukanyaP]

Hi Team,

Even the user having the ITIL role, and unable to get the "show journal fields" in the incident form. (worknotes & button) is missing.

For reference I'm adding the screenshots.

The form should be able to show both additional and work notes.

Please assist with this issue

[HrishabhKumar]

Hi @SukanyaP ,

Take a look at this kb article, might be helpful : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0688432#:~:text=On%20the%20ac...

Documentation : https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/field-admini...

Thanks.

Hope it helps.

If my response turns useful please mark it helpful and accept solution.

[Dr Atul G- LNG]

Hi @SukanyaP 

Did you upgraded the instance recently? Try to update the Incident Management Plugin ince. 

[SukanyaP]

Hi Atul @Dr Atul G- LNG,

Thanks for the quick response,

There are no recent upgrades on the instance, here the issue is with only single user.

BR,

Sukanya.P

[Dr Atul G- LNG]

Hi @SukanyaP 

For single users it is tough to investigate. Better compare the user with another working user.