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?

[Ankur Bawiskar]

@Alon Grod 

I tried looking into that widget but couldn't find much.

it's the ticket conversations widget which needs to be debugged

[Alon Grod]

@Ankur Bawiskar but the Standard Ticket Conversations widget has no versions so it OOB

[Ankur Bawiskar]

@Alon Grod 

in that widget there must be some logic which is picking the journal field as work notes instead of comments as primary journal field

[Alon Grod]

@Ankur Bawiskar what part from the widget do u want me to share

[Ankur Bawiskar]

@Alon Grod 

I don't want you to share anything.

I am saying I tried looking but couldn't figure it out from my side.

Please debug from your side.