Show only "comments" in Activity log

[othews]

Hi,

We have gotten a request to make more of the self service interface  (Not a portal view) available for our end users. Currently they only see a very limited amount of information. We want to enable them to see the "Comments" (additional comments) in the activity log but it seems we are unable to find an option to do so. 
We have been able to put an ACL on work notes which makes the end users unable to see the work notes but there's still a lot of information being posted in the activity log. We tried making an additional formatter but that didn't help since it points towards the same XML and removing filter configuration from the Self service view also affects the default view. 
We do not want to create an ACL for each of the filtering options since that would require a lot of ACLs. 

How can we make our end users able to read the "Public" information in a ticket but none of the system information or internal information. Currently we have a workaround where we have created a journal list with dependence on the "Comments" field but this looks really awful and there has to be another way. 

Is anyone able to help?

[Shane J]

Well you'd want 'write' for comments correct?  That's kind of the point of having them.  😉

[othews]

Yes, very true.

[othews]

The correct answer from HI support is that there is absolutely no way of achieving this. It is possible to put ACLs on the "Work notes list" which prevents users from seeing the internal updates but there's no way other than putting ACLs on all the other fields if you want to hide them. 

You can remove the filter choices from users preference table but as soon as the end users tries to check on his/her filters they will be back and available for the end user to choose from. There's no way of hiding the filter icon.