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

Tapas Dash
Tera Contributor

‎06-27-2024 10:04 AM - edited ‎06-27-2024 10:09 AM

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

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Jaspal Singh
Mega Patron
Mega Patron

‎06-27-2024 10:43 AM

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.