Inconsistent behavior: Comment updates recognized in Service Portal but not in Native UI
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3 weeks ago
Hi All,
We are observing inconsistent behavior between the Service Portal and the Native UI related to comment updates on RITM records. When comments are added through the Service Portal, the system correctly identifies the action as an update. However, when the same type of comments are added through the Native UI (via the POST action), the system does not detect them as updates.
Additionally, when an RITM is in the Resolved state, we display a specific information message to the requester or opened‑by user when they add comments. This functionality works as expected in the Service Portal. However, the same logic does not trigger when comments are added using the Native UI, and the expected info message is not displayed.
We request your assistance to analyze this behavior discrepancy and help identify the root cause.
Thank you
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3 weeks ago
In portal when the comment is added, the widget directive is loaded again (c.server.update()) and the ui notification messages are part of the payload returned in the $$uiNotification property. These messages are then bubbled to the part of the portal page that displays the message.
There is no mechanism like this in the classic ui. You can see that the messages are served as static html when the page loads. You'd have to employ a workaround using or something similar.
I doubt the information displayed to a user after they post a journal entry is super critical. If something else is changing the page needs a reload anyway and the message will be displayed.
