Need to hide additional comments on ServiceNow Employee Portal

[riteshtolani]

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 ?

[Dominik Simunek · Accepted solution]

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.

[riteshtolani]

Thank you so much will check some more and if did not found anything then i will ask them to record emails in work notes rather than additional comments as it will solve future issues and we do not have to keep updating the widgets