Additional Comments are not visible in activity log entered by customer

[vallamreddyvenu]

Hi,

We have a strange issue. Not sure if this is default behavior but due to which we are missing customer comments on new incident creation.

I will explain how i reproduce the issue.

1. Customer logs in and submits an incident with additional comments provided

2. Now, the support analyst logs into the system and checks the activity log for the customer comments. But the additional comments are not visible in the activity log.

3. Now, i login as customer and enter additional comments in the incident and update the incident

4. Logged in now as a support analyst and checked the activity log. Now the additional comments entered by customer second time are visible but still the additional comments entered at the first time are still missing.

Can somebody please help me regarding this?

Thanks,

Venu

[arnabbose]

Check whether Additional comments are pulled into the Activity Log and also check for the ACL visibility against the field.

[vallamreddyvenu]

I just had checked the history table and found that the additional comments entered first time by the customer are not recorded in the audit table. How can i make additional comments recorded in the audit table when the customer submits the incident.

Thanks,

Venu

[arnabbose]

Additional Comments is usually a Journal field, it should go into the sys_journal table and essentially should directly move into the activity log.

[dwada1]

Hi Vallamreddy,

My first thought on this is that it could be a timing issue, possibly with some conflicting scripts. Does the issue only occur when the user creates a new Incident?