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 
  

[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

[andrasbonif]

Hi @zee15,

The widget is probably the "Standard Ticket Conversations". In the server script, the widget gets the journal fields through "$sp.getStream":

if (data.canRead && !data.isNewRecord) {
		data.stream = $sp.getStream(data.table, data.sys_id, {fieldChange: true});
		if ('journal_fields' in data.stream) {
			var jf = data.stream.journal_fields; // here the first element of the jf probably will be the work notes
			for(var i=0; i < jf.length; i++){
				if (jf[i].can_read === true)
					data.hasReadableJournalField = true;
				if (jf[i].can_write === true){
					data.hasWritableJournalField = true;
					if (!data.primaryJournalField)
						data.primaryJournalField = jf[i];// and it sets the work notes as primary journal field
					else if (data.includeExtended && !data.secondaryJournalField)
						data.secondaryJournalField = jf[i];
					else
						break;
				}
			}
		}

	}

I commented the code so you can see why it is working like this. To change this behavior, you would need to modify the code to make the comments field the primary journal entry field.

[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 
  

[Rakesh_M]

Hi @zee15 ,

In my case, I added the property for the Incident table, and it worked as expected. Since you need this for the RITM table, you can create a separate property using the RITM table name(glide.ui.sc_req_item_activity.primary_fields), as mentioned in KB3146746.