User cannot update incident notes in ESC

[Keith E]

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 · Accepted solution]

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.

@Sandeep Rajput 

@ajmalmuhamm 

@Tanushree Maiti 

@Dr Atul G- LNG 

Thanks everyone!