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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chrisrutherford · ‎03-27-2018

I have a similar problem... however as an admin or ITIL user I can access the widget on the service portal. If the user does not have that role they can not.

Is there a default role required for the conversation widget on the service portal? Very frustrating. Also should it be on the sc_request or sc_req_item tables... or both?

Thx in advance