question How do I make a comment mandatory when a ticket is canceled in Portal in ITSM forum

How do I make a comment mandatory when a ticket is canceled in Portal

Diogo Silva2 — Wed, 08 May 2024 09:20:32 GMT

Hello guys

Here's the following. In the portal when viewing a ticket and you cancel it via ticket actions it leaves a comment on the activity stream in the back end. The end goal here is to cancel in the portal and the state only changing after inserting a comment in a popup window for example. Is this possible to do? If so how? I have scavenged the web searching for answers, but without luck. The image below is how it is working right now that introduces a hardcoded comment. Thanks guys

Re: How do I make a comment mandatory when a ticket is canceled in Portal

sujitha16 — Wed, 08 May 2024 16:33:54 GMT

@Diogo Silva2 Sharing a suggestive link below for reference.

https://www.servicenow.com/community/developer-forum/cancel-comment-mandatory-on-service-portal/m-p/2671383

You can even built a custom widget to bring a pop-up as below to get the inputs.

Optional : https://serviceportal.io/create-custom-action-buttons-service-portal/

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.