In a sn_customerservice_case record, if additional comments are set from templates, the value has to be posted using POST button and saving the form does not always save the additional comment value.

Steps to Reproduce

  1. Install the Customer Service - com.sn_customerservice plugin.

  2. Go to the following URL and open any existing case.

  3. Right-click the form header and choose View > Case.

  4. Toggle the template bar in the context menu of the form and create a new template with the following values:

    • Short description: test
    • Additional Comments: some random text
  5. Apply this template on the sn_customerservice_case form and click Save.

    Although you can see its value in Additional comments, when the form is saved, the value is not always shown in the activities list. (Try clicking POST to save the value.)


This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

Related Problem: PRB1206918

Seen In

There is no data to report.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:35:38