Show 'Close notes' in the activity of Incident, RITM, HR case in ESC portal

[Tapas Dash]

Hi,

There is a requirement to show 'Close notes' in the activity of Incident, RITM & HR case in Employee Center portal. I need some advice on how to achieve this requirement. Also it should show in the timeline format like worknotes & comments, additionally the person who provided the close notes, his/her avatar should be displayed in the close notes and the time should also show.

For now we've implemented a workaround by copying close notes to additional comments by a business rule and it'll show as comments in the incident activity in ESC portal. But the business need is to find a permanent solution.

Thanks

[Jaspal Singh]

Hi Tapas,

Why not instead copy the text from Close notes to the comments field for Incident, RITM & HR case instead. This will then automatically display the text in the activity stream with minimal efforts.