End users can see the work notes from the agent in support chat after a refresh or when going back to a closed conversation - Support and Troubleshooting

End users can see the work notes from the agent in support chat after a refresh or when going back to a closed conversation Issue  Symptoms End users are seeing work notes from agents in Connect Support.

This normally happens after refreshing the chat or when the end user goes back to a conversation.

Sometimes this is seen only after associating a chat to a record such as an incident or HR case.

Release ALL

Cause This is normally caused by a custom ACL. The end user is passing ACLs to read the chat_queue_entry.work_notes field for that chat which does not happen OOB.

Alternatively, if the chat is associated with another task type record such as an HR case or incident and the user has access to the work_notes field on that re ord they can also see the work notes in chat.

Resolution Review the ACLs or use ACL debugging to determine the custom ACL which is allowing the user to Read the chat_queue_entry.work_notes for that chat.

Steps would be:

1) Navigate to the chat_queue_entry or other records the user is seeing work notes in the chat. This record should be in the bottom of the chat window once it is closed.

2) Make sure the Activity is on the chat_queue_entry form.

3) Turn on Debug Security.

4) Impersonate the user in another tab and then refresh the page with the chat_queue_entry or task record to see the debug info.

Additional Information Documentation on ACL debugging.

https://docs.servicenow.com/csh?topicname=c_AccessControlRulesDebug.html&version=latest