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Pop-up comment box

When we have a service request and we click on "Respond to Customer", a pop-up box to add a comment appears but we can't get that working when the issue is an incident.  We have added "Respond to Customer" to the workflow but the pop-up box won't appear.  Is there another setting we need to configure?

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miikhy Rising Star Oct 15, 2018

Hi Alison,

Usually the customer vs internal comment system is available for all issue types mapped to a Request Type in a Service Desk project. Can you confirm if your incidents are mapped with a portal issue type?



Yes, they are mapped with a portal issue type.  I also noticed that the pop-up comment box does not appear when we have a Service Request with Approval issue type.  

Like Chanson likes this
miikhy Rising Star Oct 16, 2018

Oh I think I got confused between the internal/public comment and the fact that you don't get a screen with comments while transitioning your issue.

In the workflow you need to have a screen (even with no field) to trigger the comment box to pop. You can find more documentation here:

Please let us know if it helped!


The above article was exactly what I needed - issue has been resolved!


miikhy Rising Star Oct 18, 2018


Chanson I'm New Here Aug 28, 2022

nice one

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