Ticket conversation widget is not showing other users additional comments

[dpalmer]

Hello Everyone;

I am using the oob ticket conversations widget, within the oob portal and my own custom portal. When I have an incident, and attempt viewing the conversations for that incident, I cannot view the comments of others users, even if they're additional comments that are customer visible. Our instance is Istanbul. In my developer instance (Istanbul as well), I can see comments without issue utilizing the ticket conversation widget. I don't believe there are any access control issues, as I can view the comments when viewing the ticket directly in servicenow's native view. Is their a configuration I need to set up for the ticket conversations widget to be able to read journal entries?

[Allen Andreas]

Hello,

Unfortunately, there's a few things that are confusing here. Firstly, was this working before? Secondly, do you mean ANY additional comments...you're saying comments of other users...but you see your own? In your dev instance you're saying the same replicated steps nets you the comments? That you can see? But doing the exact same thing in your oob portal and custom portal do not?

[dpalmer]

Hello Allen,

I am unsure if this has worked before however.

 At my work office, on their instance, we have a custom portal we've built, utilizing the oob ticket conversation widget. We also have the oob portal that comes standard in servicenow. This issue occurs on both. When attempting to view our ticket conversations, only additional comments that I've entered as a user appear, while additional comments entered by other users do not. I have a personal developer instance that uses the same oob portal that we have here at work, however in my personal developer instance, the ticket convo widget is working fine, and I can see all of the associated additional comments, regardless of the user. 

Let me know if you need anything else.

[Allen Andreas]

Hi,

Definitely sounds fishy that the oob widget isn't working.

I would recommend looking at the ACL's, specifically if you see one for .comments. I know you said you felt it wasn't likely an issue, but it sounds like it could be considering you can see yours, but not someone else. Makes me think there's some condition on it set up wrong...because the journal is working, now its a vision issue.