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02-24-2025 10:49 AM
Hello,
i need to hide additional comments made by Guest user on service portal.
So the requirement is that when opened for user is viewing tickets on My cases on service portal
he should not be able to see the additional comments that are made by Guest User in activity stream tab
and it is using standard ticket tab widget in service portal.
Can anyone help ?
Solved! Go to Solution.
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02-24-2025 11:29 AM
I do not see an option without cloning. The conversations are rendered on portal by a widget named something like "Ticket Conversations" and you would need to clone it. You can try to read the code (I am answering from mobile so I cannot check now) if there is any property, but I doubt it as hiding comments based on its creator is quite non-standard. And it is rather fixing a problem which starts earlier when the comment is actually created. Try to avoid such customization and explain that it is doable only with customization and all implications (maintenance efforts, upgradability, tech debt and non-standard behavior of the comments field). Good luck finding good solution or arguments promoting and explaining other alternatives.
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02-24-2025 11:01 AM
I am not sure if this is simply doable. I do not see simply option how to do it via ACL (as I don't see option to make it conditional based on who wrote the comment). If there is no widget option for this (which I doubt) then you would need to clone the widget that renders journal fields (conversations) to customize it. Question then is "is it worth the maintenance efforts of keeping the cloned widget up-to-date?".
Why do you need to hide only Guest user comments? Why do you have such comments? If those are not relevant, why do you even allow to "write" them in the comments field? Isn't it easier to stop storing such comments?
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02-24-2025 11:07 AM
The widget which is being used is 'Standard Ticket Tab'. is is OOB widget.
the replies come via mails are getting recorded in the ticket as additional comments and as user is external so it shows guest user.
and we need to hide those comments as it is recorded that it has been done by guest user.
So End user does not see the replies to the emails.
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02-24-2025 11:14 AM
I would then try to investigate rather option of changing the Inbound Email Action to write email from Guest user into work notes rather than comments. Work notes are not visible to the end user so it would solve your problem without customizing the widget. But you need to consider the full process - is it correct for the process owner if emails from external users (ending up as Guest) go into Work notes or is it rather acceptable to ignore such email replies fully and stop storing them?
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02-24-2025 11:19 AM
I was also investigating the same and i was looking at some way to hide the comments without modifying the widget as widgets gets updated in latest version of servicenow.
I was wondering if we can solve this issue by creating some scripts or any modifications but without touching the widgets as we have to clone the widgets to edit it and we will need to keep on updating as servicenow updates come
