Additional Comment and Activity is not visible

johnney · ‎03-11-2016

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

Mihir Mohanta · ‎03-11-2016

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

View solution in original post

syedtouseefahme · ‎08-18-2016

Hi Leah,

Even I have the same issue. Did you run through any solution?

LMHoffman · ‎08-23-2016

I had to open ticket with ServiceNow - the resolution was related to ACL. They recommended NOT changing the out-of-box ACL, but instead the engineer created one for me in my dev instance that we then promoted. Screenshot of the ACL -

manish123 · ‎07-21-2018

Hi All,

I have a requirement in Service Portal for an Incident. we know that in SP additional comment field is displaying to add comment in the current incident. However, our requirement is to show additional comments in Service Portal which are added by the caller of the Incident only.

Could anyone of you please let me know how do I place this filter with data.stream.journal_fields. Any help is much appreciated.

simon_grattan2 · ‎08-18-2016

I have the exact same issue as Leah above. Can anyone advise on a solution?? Thanks

LMHoffman · ‎08-23-2016

I had to open ticket with ServiceNow - the resolution was related to ACL. They recommended NOT changing the out-of-box ACL, but instead the engineer created one for me in my dev instance that we then promoted. Screenshot of the ACL -