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? 

[OlaN]

Hi,

Can you provide some details on how the additional comments are added ?

[KartikC]

so the API updates the additional comments via the integration, and even some direct comments which were added by user are also not visible in the portal side.

[OlaN]

If that's the case, then it sounds like you have applied some filter or similar on the portal view.

Alternatively it can be some ACL modifications done, that prevents the users from reading additional comments.