Additional comments field on approval form: SP

[Nitin_NOW]

Hello everyone

I have an Issue related to Additional comments field on Approval form, Service Portal. As per our design end users are redirected to Service Portal. End users/approvers can view the approval record and can accept/reject it directly from the form.

I see an issue whenever an end user tries to reject the request, it gives a pop up message 'Do not forget to enter comments' but it does not show the field to enter the comments or I can say there is no field for them to update the comments and reject,

Actually there is a field which is residing on the 'Activity stream' on the approval record but only visible to ITIL and admins if they navigate to SP. The yellow part in the image is where approvers can enter their comments and hit reject.

If you can look at my two screenshots, the 1st one is visible only to end users who do not have any roles. The second one is for ITIL and Admin.

I see this form is coming from a page (id=approval) and I have checked the widget code as well, but no luck

FYI - We are experiencing this Issue in Istanbul as we recently upgraded from helsinki. In helsinki we don't see this issue and works for everyone.

Any suggestions or thoughts on this part?

Thanks

[Nitin_NOW]

Hello Geoffrey

Did you get chance to review my comments? Any thoughts on the issue?

Thanks

[Nitin_NOW]

I have figured this out finally by editing the ticket conversations widget. I have worked on the ACL's part trying to see if they are blockers, but I did not find any such on the comments field or approval table.

What I did is, I have opened the 'Approval record' widget which is falling under this page(id=approval) and see it is calling another widget 'ticketconversations'. The server code of this widget(ticketconversations) is supposed to check the ACL and should return 'true' accordingly, but mine was returning 'false' unfortunately. So, I have just removed ng-show="data.primaryJournalField" from <div ng-show="data.primaryJournalField" class="input-group"> from the html part. Now it started showing to the users on SP.

Please hit correct/helpful based on impact of response

[june1994]

I am facing the same problem.But after removing the code u have said the user icon is showing blank..How to solve this problem??

[Nitin_NOW]

Can you please put a screenshot of what user icon is missing on your screen?

[june1994]

The send button is not working and the user icon and other fields are also not showing..