Service Portal Standard Ticket Page Showing Work Notes Instead of Additional Comments

[zee15]

Hi,

I am working on a requirement where I need to display only the Additional Comments field on the standard ticket page in the Service Portal. Please refer to the attached screenshot below.

Currently, the page is showing the Work Notes field, but my requirement is to display Additional Comments instead of Work Notes.

Could someone please help me understand:

• Is there any out-of-the-box (OOB) configuration available to achieve this?
• If widget customization is required, which widget should I update and where exactly should the changes be made?

Any guidance or suggestions would be greatly appreciated.

Thanks in advance!

[Tejas Adhalrao]

hi @zee15 ,

Looking at your screenshot, I think the configuration is correct. Before customizing..can you try to 

Open the ticket from the native UI and add both Work Notes and Additional Comments. Then check whether the Additional Comments are visible to the end user in the Service Portal.

You can also try adding a reply as the end user through Additional Comments and verify whether it appears correctly in the ticket activity.

If this helps, please mark it as Helpful and accept the solution.
Regards,
Tejas