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

[dvp]

I think the issue might be with ACL's.. check if end users have read acl on comments field

[Nitin_NOW]

I have figured this out finally by editing the ticket conversations widget. I have worked on the ACL's part trying to see if they are blockers, but I did not find any such on the comments field or approval table.

What I did is, I have opened the 'Approval record' widget which is falling under this page(id=approval) and see it is calling another widget 'ticketconversations'. The server code of this widget(ticketconversations) is supposed to check the ACL and should return 'true' accordingly, but mine was returning 'false' unfortunately. So, I have just removed ng-show="data.primaryJournalField" from <div ng-show="data.primaryJournalField" class="input-group"> from the html part. Now it started showing to the users on SP.

Hope this helps

Please hit correct/helpful based on impact of the response.

Thanks!

[eugenest]

Hi guys, this thread is kinda not new but we have similar problem and I couldn't find a reason for few weeks already. What is also interesting that in our DEV and TEST instances we have comments input field on REQ and RITM Service Portal pages via Conversation widget but in PROD its missing. I check and found that in PROD the data.primaryJournalField returning undefined but in DEV and TEST it has correct values. Any idea how can I find the root cause? please help.