Need resolution notes to show on the Service Portal

[DeepThinker]

I need resolution notes to show on the request view on the Service Portal for the service portal users to see. So basically we would like to make sure the customer is receiving that as an update. Currently they are only seeing 'Additional comments' and when the incident or other is resolved they get a notification that it is closed but when they go to the request they don't see the resolution notes.

[jimnicholson]

Hi Mercia,

A couple options I can think of off the top of my head.  

You could clone and modify the OOB widget that displays the details to add this field.   There may be some ACL's at play here though which may not allow normal users to see that field, something to consider and review.  

Alternatively, you could have a business rule that when the ticket is resolved, copy the contents of your resolution detail field to "additional comments" and preface that verbiage with "Resolution Detail:   " or something like that.   This way, you don't have to modify anything as far as the widget goes and the user can still see your resolution details.

[DeepThinker]

Hi Jim,

I tried creating a business rule without scripting (not yet in my skill set). I am pointing to the Incident table on my business rule that is activated when the resolution changes, however there is no additional comments field to create an action from. If that makes sense. Not sure how to proceed but still researching.

[Ricky S Larsson]

2 years late but if others have the same problem this link could help:

Service portal:Add closed notes field in closed Ticket

[FredrikT]

This should be the solution you were looking for:

https://community.servicenow.com/community?id=community_question&sys_id=e184c3a9dbd8dbc01dcaf3231f9619a4&view_source=searchResult

If you don't want the closure code included and only the notes your code can be shortened:

(function executeRule(current, previous /*null when async*/) {

var comments = current.getValue('comments');
var close_notes = current.getValue('close_notes');
comments += ' Resolution notes: ' + close_notes;
current.comments = comments;

})(current, previous);