Additional Comments not populating new call activity log

[Shawn Horley]

Hey Folks

Any ideas as to why Additional Comments created in a New Call record do not populate to the Activity log?

They generate the intended notification, and the notification gets populated in the Activity Log, but not the Additional comment itself.

The Filter has everything checked:

Weird right?

Cheers

A.

[Shawn Horley]

Hi Brent!

So I just finished checking the Journal entry for a New Call test comment:

The element ID of that comment matches the sys_id of the New Call form, so that seems to be proper.

The field I am using is the Additional Comments (Customer Visible) field which shows in the Activity Stream filter:

But Looking at the Journal entry I notice that it shows that field as u_additional_comments... 

[Brent Sutton · Accepted solution]

Hi A,

Try adding the field directly to the sys_porperties

1. Type "sys_properties.list" into the filter navigator and press enter.
2. Search for the "glide.ui.new_call_activity.fields" property. If you don't have this property then you'll need to create it.
3. Make sure that "u_additional_comments" is included in the comma separated list in the "Value" field.

Should look something like the below:

* Note: I just amended the equivalent incident table activity field property for demo purposes. Take no note of the other fields or description shown in the image.

If the "u_additional_comments" field is included in the Value field then you should be good to go.

Brent

P.S. If my suggestion helped then please mark as helpful and/or correct so other community members can benefit from this information.

[Shawn Horley]

Boom!

And that was what we needed!

Many thanks Brent!

[Brent Sutton]

No worries, glad I could help.

[GChanner]

Hi Brent,

First of all your post helped me a lot... Thank you.

I have configured our New Call form as mentioned in this post and I am able to have the additional comments post to the activity log. I added a KB search field on the New Call form and the search results are posted to the description field. I would like to take this one step further :

Requirements: Send the KB article search results to the 'Caller' & 'Opened by' only when call type is Inquiry/Training

To accomplish the above I did the following:

1. Made the additional comment field (u_additional_comments) a journal input field
2. Configured a search contexts: New Call
3. Configured an email notification with mail script ${mail_script:cxs_EmailSearchResults}
4. Copy the results from the description field to the additional comments field to send it to the caller

Problem:

How can I have the results of the description field be sent from the additional comments field in a properly formatted email (without codes) to send to the caller.

See my screenshots