work list and work note list there's icon in incident form

[DikshaC13033718]

work list and work note list there's icon in incident form and i tried multiple attributes like no_sort and slushbucket_ref_no_expand but after saving it doesn't work. can anyone tell me how can i do?

[Abbas_5]

Hello @DikshaC13033718,

To address the issue of the Work List and Work Note List icons not appearing or functioning as expected on the Incident form in ServiceNow, here's a breakdown of potential causes and solutions:

The Work List and Work Note List are functionalities that allow users to add additional information and collaborate on incidents.  If the icons are missing or not working, it could be due to several factors, including 

1. 1. Accessibility Issues:

   • ACLs (Access Control Lists): Ensure that the user has the necessary permissions to view and edit Work Notes and the Work List. Check the ACLs for the incident table and the fields related to Work Notes and the Work List to see if they are configured correctly.
   • Roles: Verify that the user has the appropriate ITIL role or other roles that grant access to Work Notes and the Work List.
2. 2. Display and Layout Issues:

   • Form Layout: Confirm that the Work List and Work Note List fields are included in the Incident form layout.
   • Custom Fields: If you have created custom fields for Work List or Work Note List, ensure that they are correctly configured and have the necessary attributes for display.
   • Client Scripts: If you have custom client scripts that might be interfering with the display or functionality of these fields, check for any issues.
3. 3. Caching and Updates:

   • Clear Cache: Try clearing the browser cache and logging out/in to see if that resolves the issue.
   • ServiceNow Update: Make sure that your ServiceNow instance is up to date. In some cases, bug fixes or updates might address issues with these functionalities.
4. 4. Work Notes Visibility:

   • Visibility Conditions: If Work Notes are hidden under certain conditions (e.g., if the Incident is on hold), please make sure that the conditions are not preventing Work Notes from being displayed.
   • Work Notes and Activity Stream: Check if the user has accidentally removed Work Notes from the Activity Stream, which might prevent them from seeing Work Notes.

Troubleshooting Steps

1. 1. Check ACLs:

   • Go to System Security > Access Control Lists.
   • Search for the incident table and related fields.
   • Review the ACLs to ensure that they are configured correctly and that the user has the necessary read and write permissions.
2. 2. Check Roles:

   • Go to System Security > Roles.
   • Please look over the roles assigned to the user to make sure they have the appropriate permissions to use Work Notes and the Work List.
3. 3. Review Form Layout:

   • Go to System Definition > Forms.
   • Select the Incident form.
   • Check the form layout to make sure that the Work List and Work Note List fields are included.
4. 4. Investigate Custom Fields:

   • Go to System Definition > Tables.
   • Select the incident table.
   • Review any custom fields you might have created for Work List or Work Note List.
   • Check their attributes to see if they are configured correctly for display.
5. 5. Clear Browser Cache:

   • Clear your browser cache and cookies.
   • Log out and log back in to ServiceNow.
6. 6. Check for Client Scripts:

   • If you have custom client scripts, review them to ensure that they are not interfering with the display or functionality of Work Notes or the Work List.
7. 7. Update ServiceNow:

   • Ensure that your ServiceNow instance is up to date.
8. 8. Check Activity Stream:

   • If the user has removed Work Notes from the Activity Stream, they might not see them. You can check this in the user's profile settings.
9. 9. Test in Lower Environments:

   • If the issue is happening in a lower environment, try testing it in a higher environment to see if it's a configuration issue or a bug.
10. 10. Check for Bugs:

    • If you're still having trouble, search for bug reports related to the display of Work Notes or the Work List in ServiceNow. 

Important Considerations

• Accessibility:

  Ensure that the user has the necessary roles and permissions to view and edit work notes and the work list.
• Display:

  Confirm that the fields are included in the form layout and that any custom fields are configured correctly.
• Client Scripts:

  Check for any client scripts that might be interfering with the display.
• Work Notes Visibility:

  Be aware of any conditions that might be hiding work notes from certain users. 

  If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future; it will be helpful to them.

  Thanks & Regards,

  Abbas Shaik