No readable comment field in portal

[Collette1]

Hi, 

I have added a widget instance to my portal, to show watched RITs, so that a non ITIL user can view and comment on any requests where they have been added to the watch list.

This has worked fine, and the watcher can see the RITs.  But when they click on the RIT, it comes up with the message No readable comment field.

I have updated the ACLs sc_req_item.comments for read and write to 'or watch list is dynamic me' but this does not appear to have resolved the issue.

Any other places I may need to allow the watcher to ensure they can see and add comments

Thanks

Collette

[Ant2]

Hi

I am also getting this on the Service Portal.  It has only started happening since the upgrade to New York.

It happens when the users clicks on "Get Help" and submits a new call.  All other functions on the portal are working as expected.  Would appreciate if someone is able to provide a resolution.

Regards

Ant

[Eric K3]

Has anyone found a solution for this issue? We have this problem after upgrading to Orlando.

[Nolan3]

We just upgraded from Madrid to Orlando in dev and we are having this issue.  

[richelle_pivec]

Here is the solution that I found for why our Additional Comments were getting the “No readable comment field” message on the Ticket Conversations Widget. In addition to having all of the ACLs matching the out-of-the box ones (from a Demo instance), I needed to change a Property setting that I had modified several years ago.

It was obscurely related to how we formatted our Activity formatter property on the RITM form. Because the Activity formatter basically writes a copy of everything in the Comments and Work Notes field, I had removed the “comments” field from this property (glide.ui.sc_req_item_activity.fields). I needed to add "comments" back into the property in order for it to be readable. It does mean that it will now display on the RITM record for fulfillers (and show as a duplicate there in both the Activity Formatter and the Comments), but it will also display on the RITM for those using the Service Portal.

Thanks,

Richelle