Additional Comments field not available into Service portal Incident

[Deepa12]

Hi,

we had upgraded australia version into test environment recently.

during testing, i raised incident into serviceportal page.

After incident submission, i found that additional comments field not available for ITIL, Business Stake holder role instead of that worknotes field available into Service Portal incident. 

end user only view additional comments field. below is the screenshot 

ITIL\Business Stake holder\Admin Service portal incident display:

End user screenshot:

I want to update Additional comments should be visible for ITIL\business stakeholders license users also instead of worknotes field. please assist me how to modify. thanks.

[BharatC]

Hello @Deepa12 

Service Portal shows Work notes only if the user has write access to work_notes. This is gated by:

The ACL on <table>.work_notes (write) — usually restricted to the itil role.
Sometimes a hardcoded role check in the Activity/Journal widget's server script (e.g. gs.hasRole('itil')), independent of the ACL.

Since a custom role isn't literally itil, both checks fail and it falls back to end-user behavior.

Fix:

1) System Security > Access Control (ACL) → table = incident, field = work_notes, operation = write. Check "Requires role."

2) Clone the ACL (don't edit OOB) and add your custom role. Test as that role.

3) If still not showing, find the widget rendering Activity on your Incident portal page (Service Portal > Widgets).
4) In its Server Script, look for something like data.canSeeWorkNotes = gs.hasRole('itil'); and update to:

data.canSeeWorkNotes = gs.hasRole('itil') || gs.hasRole('business_stakeholder');
Test with a real login as that role, not Impersonate.

Hope this helps!

If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.

Kind Regards,

Bharat C

[Ankur Bawiskar]

@Deepa12 

additional comments is for end user so that they see what comments agent added and they see it from portal

work notes is for communication between agents, so ideally it should not show up in portal

Check the Field level READ ACLs for both the fields and compare against other instance.

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