Ticket Conversation widget missing input text field


This article provides some troubleshooting information for cases where some users are not able to see the input comments text field on the Ticket Conversations widget.

Usually there are two possible reasons for this behavior,

  • User does not have access to write to the record.
  • The form does not have a writable journal field.

Scoping the widget data

The easiest way to determine why the input box is not showing up is by scoping the data object of the widget, as show in the attached screenshot. To scope the widget data:

  1. Impersonate the affected user.
  2. Open the page containing the Ticket Conversations widget with the sys_id. The URL will look something like the following example for a base system Request record:   https://<yourinstance>.service-now.com/sp?id=sc_request&table=sc_request&sys_id=14b0980adbaecb00e063ff4e0f9619db
  3. On the widget, click CTRL+ right-click.
  4. In the drop-down list, select Log to console: $scope.data.
  5. Check your browser console to for the data object and expand the object.
  6. Check the Boolean value for canWrite and hasWritableJournalField. Both of these fields need to be true in order for the user to be able to write.


canWrite is false

If the widget returns the canWrite object as false, the user does not have access to write to the record. Add a write ACL to respective table.

For example, to adding a write ACL to the sc_request table:

  • Table level write access for sc_request:

    • Operation: Write
    • Name: “sc_request”,”None”
    • Role: Assign the appropriate role, For End user use “public”
  • Additional Comments field-level write access for sc_request:

    • Operation: Write
    • Name: Name: “sc_request”,”Additional Comments”
    • Role: Assign the appropriate role, For End user use “public

hasWritableJournalField is false

If the widget returns hasWritableJournalField as false, the form does not have the writable journal field Additional Comments and the user is failing write access to it.

  1. First ensure that the user can pass write access to the Additional Comments field. If not, create the appropriate ACL for it.
  2. Open the same record inside the platform.
  3. As an admin, right-click in the record header, choose Configure > Form Layout, and add Additional Comments. Also make sure to add “Activities (filtered)” for better readability.

Note: While impersonating an end user you will not have access to the SC Request table and will be redirected to Checkout page. To circumvent this situation:

  1. Go to /sys_navigator_list.do.
  2. Search for the record containing “sc_request”.
  3. In the opened record, set the Table to “None” from “sc_request” and save the record, This should prevent the redirection.


Article Information

Last Updated:2019-08-02 21:20:40
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