Service Portal Ticket Conversation widget, control entries to be left or rightDescription Out of the box, the Service Portal widget "Ticket Conversation" shows all communication by the user who opened the record by on one side (right side), and everybody else on the other side (left). In order to control which entries appear on left or right, customization on the widget is necessary as there is no configurable way to achieve that. Some logic can be created to control on which side the entries will appear, for example, users belonging to a certain group should have all entries on one side, while everybody else's should appear on the other side (to ease readability) Procedure The CSS class "timeline-inverted" is what is making the entries appear on the right side. In the widget HTML template (line 64) you can see the CSS class "timeline-inverted" is added in case the user who added an entry has sys_id like "data.stream.user_sys_id". data.stream.user_sys_id is the sys_id of the user which created the ticket. This is retrieved using getStream function from the GlideSPScriptable API (https://developer.servicenow.com/app.do#!/api_doc?v=newyork&id=r_GSPS-getStream_S_S) as can be seen in line 68 of the Server Script: �data.stream = $sp.getStream(data.table, data.sys_id); The following line in server script is getting all Stream entries as an array of objects: $scope.data.mergedEntries = $scope.data.stream.entries.slice(); each object stores the sys_id of the user who created an entry in the "user_sys_id" property.