User cannot update incident notes in ESC

Keith E · 3 weeks ago

Hello,

Upgraded to Australia Patch 4, Hotfix 1 from Zurich

After a user creates an incident in the ESC, they cannot update the notes of the incident.

It now shows "Work Notes" and a misaligned color bar where they used to be able to enter notes

Non-itil users are not allowed to update the work notes so I am assuming this is the underlying issue.

The end user can update the incident notes if they navigate to the traditional servicenow menu > Self Service > My Incidents.

It seems the issue is with the ESC UI.

Keith E · 3 weeks ago

Thanks all for the responses. What a great community!

I created a ticket with support and this is a known issue.

Solution:

To display Comments instead of Work Notes, ServiceNow has provided the following workaround:

Create the following system property:
- Property Name: `glide.ui.<table>_activity.primary_fields`
- Type: String
- Value: `comments`

Replace `<table>` with the appropriate table name, such as `incident`, `sc_req_item`, or any other table where the issue is observed. After creating or updating the system property, clear the instance cache for the changes to take effect.

Tested. Works.

One other important item to note. When i looked at the Employee Center version compatibility, the version we had (39.0.12) was incompatible with Australia. However, all functional tests were good with the exception of this issue. I upgraded to the latest (44.1.1) however this did not fix the issue, I still had to create the system property. I may decide to upgrade Employee Center at some point as I can't imagine having an incompatible version is a good thing.

Thanks everyone!

View solution in original post

Sandeep Rajput · 3 weeks ago

@Keith E You should create a ServiceNow support case to address this upgrade issue. If there is an already open problem ticket for this, support will provide you a workaround to address this issue.

Dr Atul G- LNG · 3 weeks ago

Hi @Keith E

Try repair the EC portal plugin once and if still issue follow @Sandeep Rajput advice.

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Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
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Tanushree Maiti · 3 weeks ago

Hi @Keith E

First Repair ESC plugin , test it.

If problem is still persists, Repair incident plugin as well.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

ajmalmuhamm · 3 weeks ago

Hey @Keith E ,

Hi @Keith E,

This appears to be an issue introduced after the Australia Patch 4 Hotfix 1 upgrade rather than a configuration issue. Since end users can still update incident notes from Self Service > My Incidents, but not from Employee Center, it points to the Employee Center UI or workspace components.

I'd recommend the following:

Compare the Employee Center configuration between your upgraded instance and a working instance (if available).
Try repairing the Employee Center plugin, as suggested above.
If the issue persists, open a ServiceNow Support case. This may already be a known issue with the Australia release, and Support can confirm whether a fix or workaround is available.

Since the functionality works in the classic UI, it's likely related to the Employee Center experience rather than your ACLs or business logic.