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
