service portal

[GURUMURTHYG]

We are unable to see adiitional comments field on service portal, may i know was this mechanism changed after australia upgrade 

[Dr Atul - LNG]

any screen shot please @GURUMURTHYG 

[Rakesh_M]

Hi @GURUMURTHYG ,
Please refer to the following:
1. Service Portal Standard Ticket Page Showing Work Notes Instead of Additional Comments 
2. KB3146746 

[Tanushree Maiti · Accepted solution]

Hi @GURUMURTHYG 

Refer this KB: KB3146746 Unable to Publish Comments via Service Portal; Only Work Notes Are Saved 

Issue

On the Service Portal, when attempting to post an update on a record, the user is only presented with Work Notes, and any updates entered are saved as Work Notes instead of customer-visible Comments.

Resolution

Steps to Resolve
1. Navigate to System Properties > All Properties (sys_properties.list).
2. Click New.
3. Set Name to: glide.ui.<table>_activity.primary_fields (replace with the affected table name).
4. Set Type to: string.
5. Set Value to: comments.
6. Save the record.
7. Clear the instance cache by navigating to /cache.do.
8. Reopen the record in the Service Portal, and verify that Additional Comments are now presented in the Activity stream.