Displaying request item comments in catalog task

[Brendan Hallida]

Hi Friends,

I would like to be able to show the request item additional comments in the catalog task, to make it easier for ITIL users to interact with the clients.

I found this thread: Using RITM vs Catalog Tasks which suggests to add request item > additional comments via form layout.

I tried this, however after I add the fields, they do not display in the catalog task.

Is there anything that I am missing?

Cheers,

Brendan

[Michael Fry1]

Try adding Request item.Comments and Work Notes field. That stores the history.

[Brendan Hallida]

Hi Michael,

I have tried adding both the request item comments and the request item work notes, however they both do not seem to come up.

I have tested in a personal developer instance, and this worked and actually showed the two fields, however without the post button other forms have.

Any ideas what it could be?

Cheers,

Brendan

[Michael Fry1]

There should be one field with both: Comments and Work Notes. So Request.Item.Comments and Work Notes.

[Michael Fry1 · Accepted solution]

Instead of using Request Item, you might have to use Parent.