Conversation history not being show in Service Portal

Patrick Schult2 · ‎09-22-2017

I am creating a page that shows the out-of-box Form widget, which is supposed to show the conversation history (comments/work notes) of the task being displayed. My problem here is that the Form widget is not displaying the conversation history at all.

I tried this out of box, and it DOES show the comments/work notes in the Form widget. Does anyone know what you have to do to have the Form widget display the conversation history?

Patrick Schult2 · ‎10-05-2017

I had to open a HI incident to find out what the problem was but here's the answer - our instance was missing a Service Portal UI Formatter (sp_ui_formatter) record that attaches activity.xml to the Ticket Conversations widget.

If you find yourself having this same problem, the fix is to just create an sp_ui_formatter record linking "activity.xml" to your Ticket Conversations widget.

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guiguille · ‎09-22-2017

Hey Patrick,

I'm not an expert in Service Portal, but that's not the widget that display the comments. In the ticket page, you can find the "Ticket Conversations" widget. I believe that you should be checking that one to display the comments of the ticket.

Patrick Schult2 · ‎09-22-2017

I know it will do this because that's the layout they use in the HI Service Portal, and because I can configure a Service Portal page in a personal developer instance to show the Form widget and it will show up. I attached a screenshot of what it looks like.

guiguille · ‎09-22-2017

Same SN version?

Patrick Schult2 · ‎09-25-2017

Yes, Istanbul Patch 8.