The Ticket Conversations widget shows the Journal entries for a record on the Service Portal, for example, Work Notes and Additional Comments. For performance reasons, the widget will show only the last 100 entries on the Activity Stream. However, because the security is applied after the last 100 entries are returned, users may see fewer entries when more than 100 are expected because older entries to which they may have access are not returned before security removes entries they can't see.

Steps to Reproduce


  1. Configure the Service Portal page with the base system Ticket Conversations widget.

    For example, the Incident form: /sp?id=ticket&table=incident&sys_id={sys_id_of_incident}.

    For more information, see the product documentation topic Ticket Conversations widget.

  2. Create an incident with an Additional Comment as the oldest journal entry, where the caller is an end user with no role (meaning the incident is visible to this end user).

    For more information, see the product documentation topic Create an incident from a Connect Support conversation.

  3. Add 99 Work Notes, totaling 100 journal entries.

  4. View the incident on the Service Portal.

    All 100 journal entries are included in the widget when viewing as an Admin user. End users with no role will see only the one Additional Comment because they are unable to see Work Notes.

  5. Add one more Work Note, totaling 101 journal entries.

    The Admin user can see only the most recent 100 entries. The end user does not see the Additional Comment and sees no journal fields because only the most recent 100 journal entries are returned before security is applied, and the most recent 100 entries include only the Work Notes.



This issue is under review. If you are able to upgrade, review the Fixed In field to determine the versions that have a permanent fix.

The solution to this issue in the fixed Helsinki and Istanbul releases is to create the system property glide.service_portal.stream_readable and set it to true. Service Portal will then prune Activity fields that a user cannot read before generating the journal entry stream.

Related Problem: PRB824400

Seen In

There is no data to report.

Fixed In

Helsinki Patch 10
Istanbul Patch 5

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:34:49