Additional Comment and Activity is not visible

[johnney]

Good day,

I have a question regarding the the comments and activity in requested item.
Upon finishing submitting a request, any user has an "admin role" can comment on the request.

but whenever i logged in a user that doesn't have a role, i could not write a comment or even view the comment.

Is there a way that i can configure, the new logged in user to write on the "Additional Comment" and view the "Activity".

Thank you and Regards,
JohnF

[Tadz]

Hi JohnF, have you tried looking in the sc_req_item table?

Maybe you can find it there.

Thanks,

Tadz

[Mihir Mohanta · Accepted solution]

Hi John,

In the second screenshot you could not see Additional comments and Activity filter because RITM form is in self service view.

If you want these for ess users as well then you need to add Additional comments and Activity filter in the Self Service view of the RITM form.

For that log in as a admin user.

1. Open a RITM form and change the view to Self Service view.

2. Then right click on the header of the form ---> Configure--->Form Layout . Then select Additional Comments and Activities(filtered) in the slush bucket and save.

Thanks,

Mihir

[johnney]

Thank you Mihir, works like a charm.

[LMHoffman]

Hi Mihir, was wondering if you could assist me - have these exact settings, however my customers don't have the Additional Comments box show up as field they can type in. It shows up like the below - any ideas? We've been training that they can provide updates like on incidents but I can't seem to get it working.

Default view -

Catalog View -

Self Service View -

Customer view of RITM through ESS portal -