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!

[Rakesh_M · Accepted solution]

Hi @zee15 ,

• Navigate to System Properties > All Properties (sys_properties.list).
• Click New.
• Set Name: glide.ui.incident_activity.primary_fields
• Set Type: string
• Set Value: comments
• Save.
• Clear instance cache: navigate to /cache.do.
• Re-open an incident on the Service Portal ticket page and confirm activity section  now default to Additional comments.
  
  refer : KB3146746 
  

[Ankur Bawiskar · Accepted solution]

@zee15 

was it working fine earlier and issue started coming post upgrade to Australia?

if yes then check this KB

Unable to Publish Comments via Service Portal; Only Work Notes Are Saved 

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