- My View
Hi Team, I have a request item that is used to create an incident. In the backend, there are two fields, comments and work notes. Comments is what should be displayed on the front end portal while work notes is for internal staff. When i write something on the work notes for internal staff to see, it gets shown on the from end as well. When i update comments, it gets updated on the front end as well. How can we have only COMMENTS to be shown in the front end and WORKNOTES to be in the back end.
Back End Comments:
Back End Work Notes :
Front End View :
All help is appreciated
How are you testing, I mean which role. If you update work notes/comments as admin and check with the same admin role in portal you can see them. Better impersonate as end user to test the behaviour how it works for non-itil users and itil users including admins. If that doesn't work as you expected you might need to change the Ticket Conversations OOB widget.
I am impersonating a customer on the front end.