Work Notes & Activity Filter Won't Work on a Specific Catalog Item RITM View

[Daniel Arnold]

I am experiencing an issue where on the RITM view, the work notes field is not available even though it is configured correctly in the form layout. Additionally, the activity filter will not open up. However, it works correctly for other catalog items just not this specific one on the RITM view.

[abbasshaik4]

Hello @Daniel Arnold,

The Work Notes and Activity Filter not working on a specific Catalog Item RITM view in ServiceNow can be due to several reasons, including incorrect configuration, UI policy issues, or workflow limitations. To resolve this, it's important to investigate the specific catalog item and its related configuration, as well as the permissions of the user attempting to access the RITM. 

Troubleshooting Steps:

1. 1. Verify Form Layout:

   • Ensure the Work Notes and Activity fields are correctly configured on the RITM form layout for the specific catalog item. 
   • Check if the form layout is customized or if any UI policies are impacting the visibility of these fields. 
2. 2. Check UI Policies:

   • Review any UI policies that may be hiding or modifying the Work Notes and Activity fields on the RITM view. 
   • Modify or remove any UI policies that are causing the issue. 
3. 3. Review Workflow Configuration:

   • If using workflows, ensure that the Workflow activity for the catalog item is correctly configured to include the Work Notes and Activity. 
   • Verify that the workflow does not contain any logic that prevents the display of Work Notes or the opening of the Activity Filter. 
4. 4. Permissions and Access:

   • Ensure that the user attempting to access the RITM has the necessary permissions to view and update Work Notes and access the Activity Filter. 
   • Verify that the user has the required role and appropriate ACL permissions. 
5. 5. Clear Cache and Session:

   • Sometimes, browser caching or session issues can cause problems with form rendering. Try clearing browser cache and/or logging out and back in to ServiceNow. 
6. 6. Customize Script to Add Work Notes:

   • If the Work Notes field is not visible on the RITM form, you can use the addWorkNotes() method to dynamically add work notes to the record. 
   • This method allows you to add work notes to the record in a more programmatic way, which can be useful if the field is not displayed on the form. 

Additional Considerations:

• Catalog Task Integration:

  If the catalog item creates a catalog task, ensure that the work notes are being copied from the RITM to the catalog task appropriately. 
• Service Operations Workspace:

  If using the Service Operations Workspace, make sure that RITM comments are visible within the catalog task activity. 
• User Preferences:

  Check user preferences to ensure that the search bar is enabled and that the work notes stream is configured correctly. 

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

  Thanks & Regards,

  Abbas Shaik

[Daniel Arnold]

The issue turned out to be a scripted UI policy using the method: g_form.setLabel. Evidently this was causing issues on the RITM because as soon as I deactivated the UI policy, the work notes began working properly. I appreciate the step by step guidance!