Why aren't my additional comments viewable on the service portal under my requests?

[Julie Catano]

On the SCTASK form I added additional comments (customer viewable) and I can check the work notes box if I don't want it viewable to the customer.  When I made an update in the additional comments field on the SCTASK for I am not seeing the comment on the service portal under my request. (see attachment)  Is this a bug?

[Anil Lande]

Hi,

Can you please share how it looks on Service Portal?

Have you done any customizations on portal?

Thanks,

Anil Lande

[Julie Catano]

I understand when I status the ticket from the RITM it shows up on the service portal.  I added the additional comments to the SCTASK form but not seeing what I wrote from the service portal.  Attached is what our service portal looks like and where the customers would view any comments to their ticket.

[Anil Lande · Accepted solution]

Hi @Julie Catano ,

Thanks for sharing screenshots.

The screenshot is for RITM and you have added additional comments on sc_task record. Not on RITM. If you want to see those comments on Portal then either open SC Task record in portal or use logic to copy cooments added on SC Task to RITM.

Check below links for the logic:

https://community.servicenow.com/community?id=community_question&sys_id=b7e78b2ddb1cdbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=f3341ac8db20d0101cd8a345ca96...

https://community.servicenow.com/community?id=community_question&sys_id=e1578369db1cdbc01dcaf3231f96...

Thanks,
Anil Lande

[Chandra Sekhar6]

Hi, 

If it is a request, usually the ticket conversations widget will display RITM, not SCTask. Try adding comments on RITM, it will be shown I guess.