Additional Comments in Activity tab

CCZMAX1 · ‎03-15-2024

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

Ivan Betev · ‎03-17-2024

Hi @CCZMAX1,

this is configured in Standard Ticket Configuration for the "sc_req_item" table.

It's generally possible for every type of record, but I strongly recommend you not to involve users in catalog tasks (as far as I remember task doesn't belong to the user, hence to see it the itil license will be required => expensive), just pull Additional Comments from the RITM on the task form and leave comments there directly in RITM.

Regards, Ivan

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CCZMAX1 · ‎03-17-2024

Hi Deepak, thank you for your reply. I had already done that. The problem is when an additional comment is added via the additional comments field on the SCTASK form, it does not appear in the portal 'Activity' section for the customer to see. Only 'Additional Comments' from the RITM appear.

I was wondering how this was configured or if I could add to this configuration of would that we considered as customization.

Many thanks

Max