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

[randrews]

ok you said the customer Customer logs in and submits an incident with additional comments provided.. what method are they using to do this.. is it a record producer or clicking new incident??

OOB non itil users dont have the ability to just hit new incident...

if it is a record producer make sure the record producer is mapping the additional comments field to the incident form.

any field on a record producer NOT mapped to a field on the form will NOT show up in the final record.