How to make Activity Tab in Service Portal to show and update only additional comments

[Alon Grod]

Hi,

When I create a record from the service portal Im being redirect to page id='ticket'. Under this page i have the OOB Activity Tab. When I add a comment there, it being added to the work_notes instead of additional_comments, how can i change that it will always add only to additional comments from the service portal?

[Alon Grod]

@Ankur Bawiskar when i go to this page using 'Create Incident' Record producer it does not happened 

[Ankur Bawiskar]

@Alon Grod 

I just checked and it does happen for wm_order for me as well

It adds text entered to work notes.

You need to debug that in the widgets I mentioned

OR

Some system property is controlling it for wm_order table

[Alon Grod]

@Ankur Bawiskar 

[Ankur Bawiskar]

@Alon Grod 

I couldn't find it immediately at a glance.

you need to debug in that ticket conversations widget or try to see form layout diff between incident and wm_order table

also check this blog

Work notes , Additional Comments behavior with Activity Or Always show work notes & Additional comme... 

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[Dr Atul G- LNG]

Hi @Alon Grod 

This is out-of-the-box (OOTB) behavior because adding comments allows a user or requester to interact with the support team, and all updates are captured in the activity stream. No changes are needed; instead, the Service Portal plugin should be repaired, and the standard ticket configuration plugin should be reviewed and fixed.