Include state changes for standard tickets conversation widget in service portal

[cnshum]

Has anyone managed to include state changes in the ticket activity for the standard tickets conversation widget?

[Tanushree Maiti]

Hi @cnshum 

Refer this: https://www.servicenow.com/community/servicenow-ai-platform-forum/adding-a-field-to-the-ticket-conve...

[Ankur Bawiskar]

@cnshum 

as the name suggest it's mostly used to have conversation using comments field which end user and agent can see

End user can add/see the comments and agent can also add comments from workspace on that record

why you want state changes to that?

I don't think end user is concerned about the state changes and is just concerned about the resolution of ticket

Also in case you want to add then it will be heavy customization as you need to clone the OOTB widget etc

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[cnshum]

If you can't suggest a solution, I suggest you do not question why this feature must be implemented this way. Saying that heavy customisation must be performed without recommending some approach is unfruitful.