How to remove Additional Comment and replace all with Work Notes as primary in Portal,Classic & WS ?

[Virendra K]

Hi All,

The requirement is to remove "Additional Comment" and replace all with Work Notes as primary in Portal, Classic & Workspace. 

Is it possible ? is so then how we could achieve this ? 

Removing the field will be the the global impact or can do it for specific ( limited to) View ? 

Regards,

Virendra

[jcmings]

I would caution the removal of additional comments; work notes are only visible to fulfillers, so if you remove the comments field, there is no way for the requestor to communicate with the fulfillers.

[Virendra K]

Hi @jcmings 

You are correct but per client requirement they don't need it on portal and classic.

Additional comment is today is used only when for 3rd party vendors or for partners.

That's when we use the additional comments.

So client wanted to swap this with a work note, so always have the primary activity is work notes for whatever it is, We wanted to make the work notes as a primary.

Regards,

Virendra

[jcmings]

Understood. I have a few potential ideas...

• You may be able to create portal-specific ACL that hides comments; this should force work notes as the primary
• You could hypothetically modify the widget std_ticket_conversations (I would look into this widget regardless as I believe this is where you'll find your answer)
• Create a custom widget and add it to the Activity tab of your ticket page via Standard Ticket Configuration module