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 
  

[zee15]

Thankyou @Rakesh_M  It worked.

[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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[elementalis]

Before the patch upgrade we had both fields available. How to re-enable this for the portal (e.g. Employee Center)?

[Amrink]

This worked for me, but another issue shows up where after posting the additional comments in the employee center the value doesn't clear up and the same comment still shows up after posting? what might be the reason?