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Description

Fields do not display for ITIL users when the following conditions are true:

  • Additional Comments and Work Notes are in a separate section of the form or not followed by Activities (filtered)
  • there is a read-only field (for ITIL users) before Activities (filtered)

Steps to Reproduce

  1. Log in as an administrator.

  2. Open an incident form.

  3. Navigate to Configure > Form Layout.

  4. Create a new form section.

  5. Add the following fields to the new section: Additional Comments, Work Notes, and Activities (filtered).

  6. Verify that the newly created fields are displayed.

  7. Impersonate an ITIL non-admin user.

  8. Open an incident.

    Note that the Additional Comments and Work Notes input fields are not displayed.

  9. Stop impersonation and return to the administrator session.

  10. Remove the Activities (filtered) field from the affected form section.

  11. Impersonate an ITIL non-admin user.

    Note that the Additional Comments and Work Notes input fields are displayed.

Workaround

Place Additional Comments, Work Notes, and Activities (filtered) fields in the main form section.

The issue is fixed in Istanbul and onwards, however there are still constraints on how the Additional CommentsWork Notes, and Activities (filtered) fields can be placed on the form layout in all current releases:

- PRB659701/KB0583972 - Additional Comments and Work Notes are incorrectly placed where the Filtered Activities are located
 
- PRB964337/KB0634703 - Additional Comments Post button disappears if Activities (filtered) is removed from the form section
 

Related Problem: PRB666131

Seen In

Eureka Patch 13
Fuji Patch 12 Hot Fix 1
Fuji Patch 13 Hot Fix 1
Fuji Patch 8 Hot Fix 1
Geneva Patch 1 Hot Fix 7
Geneva Patch 3 Hot Fix 2
Geneva Patch 3 Hot Fix 9
Geneva Patch 4
Geneva Patch 4 Hot Fix 2
Geneva Patch 5
Geneva Patch 6
Geneva Patch 6 Hot Fix 2
Geneva Patch 7
Geneva Patch 8
Helsinki
Helsinki Patch 0 Hot Fix 1
Helsinki Patch 1
Helsinki Patch 2
Helsinki Patch 3 Hot Fix 7
Helsinki Patch 5

Fixed In

Geneva Patch 8
Helsinki Patch 4
Istanbul

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-02-06 05:49:24
Published:2018-02-06