sc_request (Request) is service portal missing Ticket conversation widget.

[Nitya Mudaliar]

Hi,

I am currently working on customizing the service portal in Istanbul for a customer. When testing the Service Catalog piece in the portal - after I submit the request and the request page does not show the Conversation part of the ticket. Please see below screen shot. I have checked and all is good with the ticket conversation widget - it is as it should be out of box. The instance was recently upgraded to istanbul - would this be a bug?

1) How can I fix this.

2) Also how to add the "Show Workflow" UI action that is present in the servicenow view of the request form.

Thanks,

Nitya

[Robert Chrystie]

Hi Nitya,

Hopefully you can spot the issue by looking at the 'sp_page' record for Ticket Form[ticket] in your instance and comparing your page to the screenshot below, which is from a new Istanbul instance.

[jaytee]

Good Day

Hi Nitya, have you had the chance to get this one work for your instance? Does it work for non-itil role as well?

We have similar case but the only missing part is the comment (conversation) field in Service Portal, though we have added read and write acl on sc_request.comments

Please advise, thank you

[jaytee]

This is what i am referring with

This field is only available to itil roles but not with the default one (snc_internal), thanks

[Nitin_NOW]

Hello Jaytee

I have come across the same Issue today in our Istanbul Instance. The above comments field you are referring to is not visible to our End users but available for ITIL.

Did you ever get this resolved?

Thanks