Within our Incident Notes object there we have defined two details fields. The first is the standard 'Text' and is used for analysts to record note detail of activity or progress against an incident. The second is a 'External Note' field which is for the benefit of end users.
The first would be used to record snippets which may be something we wouldn't want end users to see or perhaps is written in techie speak that wouldn't be appropriate for end users anyway.
The upshot is, when an analyst looks at the note in webdesk he/she would see both the 'Text' and also the 'External Note'. The end user should see only the 'External'. Not all Notes would contain 'External' details.
The part of this that I cannot achieve is on the Collections tab on the End User Incident form. I can put the Notes collection on there but this will list Notes records (including the Summary field) that don't necessarily have 'External' details and are not meant for end user viewing.
I have tried creating a new query based on Notes and only select rows where 'External' is not Null, however this shows all such Notes and doesn't limit it to the particular indicent in question.