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

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Julie Catano
Kilo Guru

‎03-09-2022 07:04 PM

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?

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Anil Lande
Kilo Patron
In response to Julie Catano

‎03-10-2022 03:12 AM

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

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Thanks
Anil Lande

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Anna16
Tera Contributor

‎05-14-2024 02:27 PM

We have this issue as well, but how do you manage RITMs with multiple SCTasks? 

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