Additional Comments in Activity tab

[CCZMAX1]

Hi, under 'My Requests' > 'Activity' tab the 'additional comments' displays for an RITM.  Does anyone know where this is configured and if it is possible to display the 'additional comments' displayed on a SCTASK.

Many thanks

Max

[niklastast]

Hi @Ivan Betev , can you please explain how this can be configured in the Standard Ticket Configuration? We added Change Requests to "My request" and created a Standard Ticket Configuration for table change_request. The tab configurations for activity and attachments have been created by default. But within the activity tab, there is no field for the user to add comments (as there is for Incidents or Requested Items). We would like to enable the user to comment his change requests. I don't see any configuration possibility to do so...

Many thanks,

Niklas

[Ivan Betev]

Hello @niklastast ,

I'm not often here this days due to the high load, so thanks for your patience.

First of all do you have available Journal (journal input) field available for the user to leave a comment (by default it's there, but sometimes people switch to HTML or other customizations). Next thing is to check ACLs, if user can actually comment, by default I think normal users are not allowed to comment changes.

Regards, Ivan

[niklastast]

@Ivan Betev thanks for your reply and no worries.

"First of all do you have available Journal (journal input) field available for the user to leave a comment (by default it's there, but sometimes people switch to HTML or other customizations). " -> that's the point: where can I check this? In the employee center, I cannot see the field.
We have addeed an ACL granting users access to change_request.* for change request they have created. So, this should not be an issue.

Thanks,

Niklas

[Ivan Betev]

Hey @niklastast ,

While on the platform open any active change record and check if these fields are present:

If yes, that means that journal fields are in use. Check the same record in employee center using normal user account and admin? Admin can see the comment field in Employee Center? The issue is ACL. Use Access Analyzer (install from the Store if not available in the system) to troubleshoot.

Regards, Ivan

[Deepak Shaerma]

Hi @CCZMAX1 

To configure the Additional comments section on the Catalog Task form. Follow below steps:
1. Open your Catalog Task form that assigned to the Requested item (RITM).
2. Click on Context Menu --> Configure--> Form Layout
3. Select Additional Comment field from available and move it to selected section---> Save
i also attached some snapshots, these will help you

Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help us a lot.
Thanks & Regards 
Deepak Sharma