Comments saved to Work Notes vs Additional Comments

[likhitasura]

Hi ,

One of our user reported that when she added comments from service portal in her ticket, she received a notification stating comments were added to her ticket. She opened the link in the notification and checked guessing agent would have added anything on her ticket, but its her comments only.  So, when i checked the email logs and ticket activity, the notification-comment left on incident should not be sent to the caller, who will receive is configured as caller and send to event creator is also checked. I've tried checking event logs but this issue happened in the month of May, and now it is showing this month logs only. My client wants to fix this issue. In prod, we couldn't test but in dev, I've impersonated as caller and when I've added comments from service portal, they are being added as worknotes in ticket. another scenario, I've opened ticket directly and checked additional comments, then it is taking is taking as additional comments and the unwanted notification is not getting triggered. 

I've checked the client script and server-script under the widget-BBC standard ticket conversations portal but couldn't conclude where and how the portal comments are being added.

In our ServiceNow instance, comments added by a Portal User behave differently in PROD compared to DEV and TEST.

I am investigating the Ticket Conversations widget and found that it dynamically selects a journal field before saving the entry.

Could someone please guide me on where the widget determines whether a portal comment is saved as Additional Comments ("comments") or Work Notes ("work_notes")?

I would also like to know which widget configuration or script I should compare across the environments.

Thank you.