Additional Comments - Request Item

Anna L · ‎06-29-2016

Hi,

The additional comments on Request Item form. I need to enable it on Request Item self-service form as well so that end-user and fulfiller can communicate. How would I do that?

Abhinay Erra · ‎06-29-2016

In order to achieve this you will have to add Additional comments on to the form layout for self service view. Next you will have to create a new filed of type journal list and in the field dictionary, make the dependent filed to additional comments so that the newly created journal list captures all the comments entered by the user.

Thanks,

Abhinay

PS: Hit like, Helpful or Correct depending on the impact of the response

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Anna L · ‎07-05-2016

that works. thanks a lot.

one last question - How do I enable request commented notification when additional comments are being updated b/w user and itil user. Are there 2 notifications that need to customized for both ends? How would I do that?

Abhinay Erra · ‎07-05-2016

You want the same notification to be sent out when the user updates Additional Comments from default view and self service view right?

Anna L · ‎07-05-2016

When an ITIL user adds something to "addiitonal comment" in default view, notification should be sent out to end-user

When an end-user updates after adding something to additonal comments in self-service view, notification should be sent out to ITIL user

I believe Notification subject would be the same "Request Item Commented". I guess it exists ootb, but I am not sure how to make it work. Any suggestions?

Abhinay Erra · ‎07-05-2016

OOB, there is 2 notifications that are sent out when addition comments are added.

1) one sends out the email to the request for and watch list

2) second one sends out to all the assignees, assignment_group of the catalog tasks.

Anna L · ‎07-05-2016

I see that. But even though the notifications are active = true, I dont see them in email logs. Any suggestions how to fix this?