Ensign Ensign

Service Portal comments in interactions


We have service portal 2020.05 integrated with SM 9.41 classic.

In service portal,  when navigating under my requests we find comments generated by activities in SM which are generated by scheduled action and linker.

we are able to hide coments added manually by making them invisible for the client and we want to have the same for comments generated from activities.

We have a case with MF already and this is under investigation.

Did anyone encounter this issue before ? 


Your help is appreciated.

Thanks & regards


2 Replies
Vice Admiral Vice Admiral
Vice Admiral

A workaround for now can be adding a trigger on activityservicemgt table "After Add" to set the cust.visible field to false/NULL when the operator is linker or schedule,  since for all the comments visible from the portal have this flag set to true.

Ensign Ensign

Thank you Matilda, we will test this workaround an update the discussion once done.

thanks & regards
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