If you turn off Live Forms and set glide.ui16.live_forms.enabled to false, the comment fields associated to a form's Activity Formatter are hidden.
Steps to Reproduce
To determine if your instance is at risk, check the value of glide.ui16.live_forms.enabled and confirm it is set to true.
This property can be found using this path: /sys_properties_list.do?sysparm_query=name%3Dglide.ui16.live_forms.enabled
ServiceNow has been able to reproduce this issue with the following workflow:
- In UI16, navigate to Incident > Open.
- Confirm there are journal fields and Work Notes displayed above the Activity Formatter.
- Set glide.ui16.live_forms.enabled to false.
- Return to the incident form.
Note that the journal fields do not display.
If you inspect the element, the journal field is set to display: none.
Create a UI Policy for the journal fields that sets Visible to true. For more information, see the documentation topic Create a UI policy.
Related Problem: PRB1103343