Additional Comments on incidents not working as expected

[KartikC]

Hi Community,

We have a situation...on incident form, when our api user is updating the additional comments they are not getting reflected on the ServicePortal side for that incident.

Any idea what could have went wrong? 

[Bidduam]

Are you sure they are using additional comments? If they have accidently selected work notes it won't show in Service Portal.

[KartikC]

I am sure it is additional comments as I can see those comments on the backend incident record, but for some reason they are not reflected on the service portal.

[Bidduam]

Check that they have not changed their filter options in the activities section - if additional comments is turned off there it won't show on the portal either.

[KartikC]

i have checked everything is okay in terms of applied filters.