Additional comments not reaching service portal

Prashanna1
Tera Contributor

‎04-28-2024 11:59 AM

Hi Community,

We are facing an issue with Service Portal.

There is a software catalog designed for requesting software assets.

from the sc task form additional comments are working fine and getting added in the form. But additional comments are not getting updated in  the service portal form where requestor is expecting response from the task POC.

Addition comments are sent while doing first time update in the task and when closing task but not at other times.

Similarly, requestor's additional comments are not reaching the back end sc task form.

Please suggest on what seems to be the issue.

Thanks..

 

 

 

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James Chun
Kilo Patron

‎04-28-2024 01:16 PM

Hi @Prashanna1,

 

  • Can you add some screenshots of the portal? Which portal page are you referring to?
  • Normally the end users will communicate via the Requested Item through the My Requests page, not SCTASK. Are you certain they should be communicating via SCTASK?
  • Confirm if the comments/journal entries are created in the Journal Entries [sys_journal_field] table when additional comments are added via the backend and the portal

Cheers

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