I'd like the Ticket Conversation widget to show ALL activity that's viewable on a ticket when looking at the Platform view/form. I'm finding though that the status changes, email updates, etc don't show up (i.e. the "automatically generated" stuff). I've noticed that these entries also have a different colour (light grey) in the Platform view, so there's some sort of flag or type on them that's different.
I've gone over the widget code but can't spot the problem. Does anyone know why these entries don't show and how to make them show?
PLATFORM:
SERVICE PORTAL - TICKET CONVERSATIONS:
Hi Steve,
The Ticket Conversation widget only looks for journal entries (sys_journal_field). Whereas the Activity displays more than different types of entries such as updates to the state or "assigned to" fields.
If you navigate to the sys_journal_field table and search by the element id which is the sys_id of the record, you will more than likely only see entries from work_notes or additional comments. Which these would really be considered "conversations" as most of the time they stem from either a user/fulfiller entering comments or a fulfiller entering work notes.
And a screenshot of the Ticket Conversation widget primarily looking for the journal entries:
I'm using a Jakarta instance for the screenshots. It's possible that in an earlier version the $sp.getStream function did more. But I had the script console log out the stream and if you look at the screenshot, the only entries it's collecting are journal entries: (green is whole getStream object and red indicates the entries and journal checks)
