In sn_customerservice_case records, saving a form does not always save additional comment values if set from templates - Known Error

In sn_customerservice_case records, saving a form does not always save additional comment values if set from templates Description 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

Install the Customer Service - com.sn_customerservice plugin.

Go to the following URL and open any existing case.

nav_to.do?uri=sn_customerservice_case_list.do

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

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 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.)

Workaround 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.