Conversation history not being show in Service Portal

[Patrick Schult2]

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 · Accepted solution]

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.

[Brian S5]

Hi Patrick,

Can you share the steps to create the sp_ui_formatter record ? Im having the same issue.

I typed formatter in my filter text and created one for the HR_case table, but mine doesnt look like yours.

The request came from out HR folks that use the portal, on the backend the conversation can be followed, but on the sp view for the end user, the field is not visible.

Funny thing is though, i have a menu page when you click on view requests. Shows the below menu. For my open incidents the activity shows on the form which is in the url "sp&id=form", but when you click into a case from the MY HR cases button, the url directs to the same form but the conversation doesnt show.

[Patrick Schult2]

Really important to distinguish between a UI Formatter and a Service Portal UI Formatter, the latter of which caused my problem. Go to the sp_ui_formatter table, click New, then make yours look like my screenshot.

You mentioned that different links can cause the activity log to show/not show. Compare the link that DOES work to the one that DOES NOT work - my guess is that they would be pointing to different pages (e.g. the id= part will be different). Those different pages may use different SP Widgets, and your broken page might not have a formatter related to the widget that it uses.

[Brian S5]

Thanks for the quick reply.

I went into the table and i already had a activity.xml attached to the ticket conversation widget, so this will not fix the issue i am facing. Couldnt create a new SP formatter because the new button isnt showing (Elevated privs but still didnt show) Also tried changing the widget it point to, to the form widget that the sp loads on the page but it didnt work. I will go back to researching this. Only happens for the hr_case table.

[trishjohnson]

Can you take a look at the similar issue on this thread? Kingston Upgrade (Lessons Learned)     We have a current PRB open with Kingston on this. Thank you!