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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maria03 · ‎05-31-2018

same issue/same fix this happened after our upgrade to Kingston. Do they gave you an explanation why it went missing? waiting on their answer.

Sudipta Pattna1 · ‎07-27-2018

Hi Patrickschulte,

When I am trying to configure a new Formatter, unable to find the "Widget" field and also this field is not there in Form Layout as well!!!

So is it need to add the "Widget" field manually or is there any other way to do this?

Regards,

Sudipta

Patrick Schult2 · ‎07-27-2018

Are you looking at a UI Formatter or a "Service Portal UI Formatter"? You need the latter. See the screenshot attached.

Sudipta Pattna1 · ‎07-27-2018

Hi,

I already have this record within "Service Portal UI Formatter". But still is only shows the comments not the state change information done by Admin/ITIL User.

So can I fix this now?

Regards,

Sudipta

Patrick Schult2 · ‎07-27-2018

The out of box widget is only supposed to show journal fields - it is NOT equivalent to the Activity log in the standard UI - so it actually sounds to me like it is working as expected.