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Issues with worknotes and customer comments since UI16 plugin activated

ajn
Giga Contributor

Since I've activated the UI16 plugin to our Geneva instance when I create an incident the work notes & customer comments fields are not editable once you have done your first save.

Has anyone else had this problem or knows how to fix please?

1 ACCEPTED SOLUTION

ajn
Giga Contributor

Thanks everyone for your help/suggestions, we ended up logging an incident with Hi and this issue has now been fixed up with the following line of code in an onLoad client script:   g_form.setStreamJournalFieldsDisplay(false);



Whilst we are happy with the resolution provided, it should be noted that this outcome does remove the filter away from the history tab, but we can live with that.



Thanks


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13 REPLIES 13

Pradeep Sharma
ServiceNow Employee
ServiceNow Employee

Hi Annette,



You mean work notes field become read only after record is inserted. Please confirm.


Hi Pradeep



Yes correct, same with the customer comments tab.



Thanks




Annette Norfolk | Assistant ITSM Systems Administrator | Information


Services Division


Corporate Services | Department of Environment, Land, Water & Planning


1301 Hazeldean Road, Ellinbank, Victoria, 3821


T: 03 5624 2313 | M: 0417 847 963 | F: 03 5624 2248 | E:


annette.norfolk@delwp.vic.gov.au


www.delwp.vic.gov.au


Pradeep Sharma
ServiceNow Employee
ServiceNow Employee

Hi Annette,



Can you turn on the debugger and check if there is any ACL(may be customized one) is causing the issue. More info here.


Using Access Control Rules - ServiceNow Wiki



If this doesn't help, I would recommend you to raise a HI ticket.


Thanks Pradeep I'll give that a go.




Annette Norfolk | Assistant ITSM Systems Administrator | Information


Services Division


Corporate Services | Department of Environment, Land, Water & Planning


1301 Hazeldean Road, Ellinbank, Victoria, 3821


T: 03 5624 2313 | M: 0417 847 963 | F: 03 5624 2248 | E:


annette.norfolk@delwp.vic.gov.au


www.delwp.vic.gov.au