Comments (Customer visible) are not being posted in the activity log

[samuelscott]

Hello SNOW Community,

I'm running some tests, and I noticed that my developer instance is not posting comments whenever I try to post something under the "Comments (Customer visible)" field, however, on my testing instance it works fine. Could someone please help me figure out this issue? 

*I'm aware of the filter icon that lets you manipulate what to consider log worthy.

I'll attach an image:

[Allen Andreas]

Hello,

Your image isn't showing up...but beyond the issue you think you're having...are the comments even posted to the record at all? Like can you see them in the history > list? Is it trigger the email to the end-user or whomever as if comments did get posted? it sounds more of an issue of you breaking your comments than simply the comments just not showing up in the activity log.

Please provide more information and try to fix screenshot.

Thanks!

Please mark reply as Helpful/Correct.

[samuelscott]

Thank you for your response Allen...my images never show up for some reason, let me try again. 

The comments are not posted on the record, that is the issue. They are not in the history log, however, I've noticed that the comments section does work on other record producers, it only fails on this specific one. I'll try and repost the picture:

[Allen Andreas · Accepted solution]

Well...this isn't a record producer? This is a form for a record that's already been produced, correct?

So I want to make sure we're talking about the same thing. I also don't see work-notes on this form either...which is OOB for ITIL.

So a few questions:

1) What table is this record on?

2) Confirming...this is NOT a record producer, but an actual form?

3) You'd need to check ACL's for this table...look for the WRITE ACL for comments..and see if there is one and if something there would prevent you from posting comments

4) If 3 is not an issue, then you'd want to check this specific form for UI Policies/Client Scripts/Data Policies and see if anything is using the comments field....like preventing comments, monitoring comments, etc. Is the comments field involved in ANY client script, UI policy, data policy, and if so...disable it...and try posting, then fix the issue.

Please mark reply as Helpful/Correct, if applicable.

[samuelscott]

The problem was that the comments section was from the parent table, rather than the actual table I'm working on