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?

[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.

[HamedTahaH]

Hi,

By default, the Activity Stream in Service Portal displays both Work Notes and Additional Comments depending on configuration.

If you want the Activity tab to show and update only Additional Comments, please check the following:

1. Navigate to:
Service Portal > Widgets
2. Open the widget used for Activity Stream (usually "Ticket Conversations" or similar).
3. Review the server script and look for the fields being pushed (work_notes / comments).

You may need to modify the widget script to restrict updates only to:
current.comments

Also check:

4. The dictionary attributes of the table.
5. ACLs on work_notes and comments fields.
6. Ensure that the form widget is not forcing work_notes updates.

If this is OOB behavior, consider cloning the widget and modifying the cloned version instead of editing OOB directly.

Let me know if you need more details.
Please mark helpful if this resolves your issue.

Thanks