Activity Pane Troubleshooting

General Activity Pane Troubleshooting

If you are seeing slow response times in the Activity Pane, check your indexing.
If you have History options for the Incident Business Object set up so multiple Group members hold the same History, you will see duplication of information in the Activity Pane.
If the Create Note button is disabled:
- Make sure you saved the parent record.
- Mappings may be incorrect; contact your Cherwell administrator.
The Create Note button is disabled if the supporting Business Object has more than one required field that is not the mapped Activity type of Body.
If the Created property is not mapped for a history Business Object, but other history objects related to the same Activity tab are mapped correctly, then the sort control will still be visible. However, this can result in unexpected sort behavior due to any null values within the Created Date Time field. If a Business Object does not have Created Date/Time field mapped but the other Business Objects for the history relationship do, the All tab and Pinned tab will still have the sort option but the records without the date/time field mapped will appear at the end of the list

When Users have problems interacting with the Activity Pane, it is often helpful to check the User's security settings.

Problem: I can add a Note but can't see any notes in the Desktop Client.
- Solution: Ask your Cherwell administrator to grant you View Rights on the Journal - Note Business Object.
Problem: I can add a note until the record is refreshed in the Browser Client.
- Solution: Ask your Cherwell administrator to grant you View Rights on the Journal - Note Business Object.
Problem: The Create Note button is disabled.
- Solution: Ask your Cherwell administrator to grant you Edit Rights on the Journal - Note Business Object.
- Solution: Ask your Cherwell administrator to grant you Add Rights on the Journal - Note Business Object.
Problem: I see an error message that says "You do not have rights to view one or more mapped fields."
- Solution: Ask your Cherwell administrator to grant you View Rights on the Journal - Note Business Object Details Field.
- Solution: Ask your Cherwell administrator to grant you Edit Rights on the Journal - Note Business Object Pinned Field.
Problem: I can add a note and see the Details field for the added note until I refresh the record - then I get an error message that says "You do not have rights to view one or more mapped fields."
- Solution: Ask your Cherwell administrator to grant you View Rights on the Journal - Note Business Object Details Field.