Users don't see resolution notes. The only see the Additional comments

[sabasiddiqui777]

Hi,

Users don't see resolution notes. They only see the Additional comments
Is there any way to achieve this

@Maik Skoddow 
@Mark Roethof 
@Gaurav Shirsat 

@tltoulson 

@Ankur Bawiskar 

@Chuck Tomasi 
@Dr Atul G- LNG 

@swathisarang98 

@SwarnadeepNandy 

@Community Alums 

[swathisarang98]

Hi @sabasiddiqui777 ,

OOTB this will not work instead you can create a Business rule to update comment which will be visible in portal.

Before update BR,

table: Incident

In advanced you can write the below script :

(function executeRule(current, previous /*null when async*/) {
	
	current.comments.setJournalEntry('Resolution Code:\n' + current.close_code);
	current.comments.setJournalEntry('Resolution Notes:\n' + current.close_notes);

})(current, previous);

Result:

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[sabasiddiqui777]

Hi @swathisarang98 
But if the caller is resolving from the portal itself then it is not showing .

Is there any way to achieve this
Please refer below screenshot

Regards,

Saba Siddiqui