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.

[ajmalmuhamm]

Hi @Deepa12 ,

This is most likely related to the write ACL on incident.work_notes and how the Service Portal Activity/Journal widget determines whether to display Work Notes or Additional Comments.

I would first check:

1. System Security → Access Control (ACL) → incident.work_notes → write and verify which roles are required.
2. Check whether the ITIL/business stakeholder users have write access to work_notes.
3. If the ACL is correct but the portal still shows Work Notes, check the Activity/Journal widget used on the Incident Service Portal page. Some OOB widgets contain role-based logic that determines whether Work Notes should be displayed.
4. I would avoid modifying the OOB widget directly. If customization is required, clone the widget and adjust the logic so that your business stakeholder role is handled appropriately.

However, if the actual requirement is that ITIL/business stakeholder users should only be able to enter Additional Comments and never Work Notes, I'd recommend reviewing the journal field ACLs and portal widget logic together rather than simply granting them work_notes access. This will avoid exposing internal Work Notes to those users.

[Courtney Yurt_]

We are experiencing this issue as well and are using the OOTB Standard Ticket Page widget(s). We are on Employee Center Pro for HR.

1. Parent table sn_hr_core_case is resolving to comments_and_work_notes. - FAILING
2. Child HR tables are resolving to Additional Comments (Client Visible). - PASSING

We have a HI ticket open but curious on work arounds in the meantime.