Additional comments to catalog task tickets are not shown in the user portal interface.

[Shiri]

The additional comments that the fulfillers enters to catalog task tickets (REQs) are not shown in the user portal interface.

However the additional comments that are entered to Incident tickets (INC) are shown in the user portal interface.

We do have notification set up - so the user will get an email about the additional comment, but we want it to be shown in the user portal interface as well.

[Brian Lancaster]

If you want comments entered by the tech typically in the catalog task to show in the RITM or REQ you would need to write a business rule to copy the comments from the task to the RITM or REQ.  Unlike incidents service catalog is multiple records and the end user only has access to the REQ and RITM records.

[Brian Lancaster]

Here is what I have done in my Environment.

On sc_task table a before update business rule

condition: current.comments.changes()
Advanced script:

(function executeRule(current, previous /*null when async*/) {
	// Add your code here
	var user = new GlideRecord ('sys_user');
	user.addQuery('user_name', current.sys_updated_by);
	user.query();
	if (user.next()){
		if (user.sys_id != current.request.requested_for){
			var gr = new GlideRecord('sc_req_item');
			gr.get(current.request_item);
			gr.comments = current.comments;
			gr.update();
		}
	}
	
})(current, previous);

On the sc_req_item table so techs get comments from the user on the task a before updated business rule
condition: current.comments.changes()
Advanced script:

(function executeRule(current, previous /*null when async*/) {
	
	var sctask = new GlideRecord('sc_task');
	sctask.addQuery('request_item.number', current.number);
	sctask.query();
	while (sctask.next()) {
		var user = new GlideRecord ('sys_user');
		user.addQuery('user_name', current.sys_updated_by);
		user.query();
		if (user.next()){
			if (user.sys_id == current.request.requested_for){
				sctask.comments = current.comments;
				gs.eventQueue('ctl.comments_sctask.notification', sctask);
				sctask.update();
			}
		}
	}
})(current, previous);

[Maki]

Hello, i know it was answered a year ago, but maybe someone can help me with almost the same requirement. 

I created both BR (sc_task / sc_req_item) and now, when lets say the supporter add an additional comment (at sc_task form) the message is also displayed in the portal (perfect). 

But when the customer replies (at portal) the customer message is only displayed in RITM form. 

[Brian Lancaster]

can you share your BR at the RITM level?  It should copy the comments down to the task.  One thing you may want to change to make it less complicated is to set the work notes on the task level instead of the comments.