Service Portal - adding 'Close Notes' to Ticket Conversations Widget

[mcarpenter]

Hi All:

We have a requirement to add close notes to the ticket conversations widget in Service Portal.   We need there to be notes in the request details form about why a ticket has closed so that the customer has a point of reference other than email.   We had been using a workaround Client Script that auto-populates the Close Notes into the Comments field, however this is causing confusion with the technicians.

Has anyone else already added this filed to this widget?    

[dvp]

Here is the similar example

Portal diaries: Service Portal — Making Rejection Comments Mandatory on Approval Record

[ndt13]

We are using a business rule to copy the close notes to the comments when an incident is resolved. IMO, this is much better than a client script because the technician doesn't see it happening.

We run this BR script before update when the state changes to resolved:

current.comments = ("[code]" + '<br><b><u>Close Notes</u>: </b>' + "[/code]" ) + current.close_notes + "\n";

[Vladi]

Thanks ndt13. I also add Resolution code to Comments:

current.comments = ("[code]" + current.close_code + '<br><b><u>Close Notes</u>: </b>' + "[/code]" ) + current.close_notes + "\n";

[Tom Boyle]

This worked for us however we are experiencing duplication of the closure notes when we implemented this in Case.

Did anyone else experience something similar?