Adding Resolution Note in Portal

[komal zatale1]

I have a requirement to add the Resolution Note in the ESC portal, in Activity Stream, there is a widget name-"Ticket Conversation"
Added the Screenshot, to exactly where I needed it.
Can anyone help me with the requirements, as I am new to this.

[Mark Manders · Accepted solution]

I would go for the easy way (and also the way it is meant to work): copy the resolution notes to the comments, so those can be seen on the portal. You can even add 'Resolution notes' + resolution_notes, so it's clear in the comments where it's coming from. OOB there is even the functionality on cases for that: 'add resolution notes to comments'.

For incidents it's not there, but you can make it automation (add every resolution note to the comments) or work through the same functionality: have the agent tick a box to decide it it should or shouldn't be there.

[Mark Manders · Accepted solution]

I would go for the easy way (and also the way it is meant to work): copy the resolution notes to the comments, so those can be seen on the portal. You can even add 'Resolution notes' + resolution_notes, so it's clear in the comments where it's coming from. OOB there is even the functionality on cases for that: 'add resolution notes to comments'.

For incidents it's not there, but you can make it automation (add every resolution note to the comments) or work through the same functionality: have the agent tick a box to decide it it should or shouldn't be there.

[komal zatale1]

Thank you for the solution.

There is also one add on requirement 

Need to get the field on portal from widget- Rocketfuel Ticket Details.

[Mark Manders]

That's a custom widget? But if it is showing the comments, the copy to comments solution should also work here.

[komal zatale1]

It's OOB widget, we need to show the field of resolution note(close_notes) on ticket details