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Description

The Post button for work notes and additional comments disappears from task forms if Activities(filtered) is removed from the form section. The Activities (filtered) journal history is designed to be placed just underneath the Additional Comments and Work Notes fields. If the form is customized by removing the Activities, for example from the ESS view, the Additional Comments field does not have a Post button available.

 

Steps to Reproduce

 

  1. Login as administrator.
  2. Open an incident record.
  3. Configure the form layout.
  4. Remove the Activities(filtered).
  5. Leave the Work Notes and Additional Comments.
  6. Click save and reload the form.
    Notice the Post button is no longer shown.

 

  1. Log in as administrator.
  2. Open an incident where caller is ESS user Joe Employee.
  3. Switch to Self-Service view.
    Note that the Post button is available for the Additional Comments field.
  4. Click the menu icon  and select Configure > Form Layout
  5. Move Activities (filtered) from the Selected column to the Available column.
  6. Click Save.
    Note that the Post button is not available.
  7. Impersonate Joe Employee.
  8. Open an incident.
    Note that the Post button is not available.
  9. Repeat steps 1-5, but in step 5, add the Activities(Filtered) field back under the Additional Comments field.
  10. Click Save.
    Note that the Post button is available.
  11. Repeat steps 7-8.
    Note that the Post button is available.
    The steps above also apply to ServiceNow Express, except that the Post button does not return in steps 10-11.

Workaround

This is expected behaviour for the way the Activity Stream plugin is designed to handle work notes and additional comments. See the related articles:

KB0583973 - On a task form, if a field preceding the journal activity stream is set read-only, the Additional Comments and Work Notes input fields are not displayed.

KB0677319 - UI16 Activity Stream - Journal fields do not display in the form if separated from the Activity Formatter and placed into a secondary Form Section.

KB0583974 - Inconsistent placement of Additional Comments and Work Notes fields (activity stream) in UI16.

 


Related Problem: PRB964337

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Article Information

Last Updated:2018-07-24 01:19:11
Published:2018-07-24