Service Portal - How to handle End user comments to Requests

[JohannesGP]

This is two part question

1. Scenario

On Service Portal, end user request something
End user adds a (additional) Comment to the Request

OOB this information ends nowhere. The additional field is not shown on the the Request form. No one is notified. The Request does not appear in any lists / dashboards.

I'm seeing the process implemented by ServiceNow as broke. Our supplier, local ServiceNow or HI support could only refer me how to fix (customize) the OOB solution to fix this.

Comments welcome!

2. How to solve  

That brings me to: How have you solved this?

Easy it would be to remove the possibility from the end user comment on Requests on the Service Portal.

The solution I'm thinking of is marked the Request (task record) as "End user updated".
"End user updated" task appear in a list, the Service Desk is responsible for.
Making it possible for ITIL users to un-mark "End users updated" by pushing a button.

Comments, different solution, improving above solution and experience is most welcome!

[Ashley]

Good Afternoon,

Post is a couple of years old now but wondering with the latest ServiceNow releases if a new solution has presented itself? as I am trying to find a better way to communicate with our users at the request level or maybe still using notifications?

Kind Regards

Ashley

[JohannesGP]

Sorry I have not been investigating this the last two years.
I have not heard of or seen any improvements.

[Ashley]

Good Morning,

No problem, thank you for coming back so quickly. As we say back to the drawing board.

Kind Regards

Ashley

[Eric Therrien]

I was looking into solving that very same issue.

Just thougth I would post what I was able to find to prevent comments posted to requests: https://community.servicenow.com/community?id=community_question&sys_id=95fe0ba1dbdcdbc01dcaf3231f961923

[Mohammed A Kha1]

Having the same issue.