# Managing Comments on Access Request

As a part of Access Provisioning, you can populate comments on the Access Request page. The comment is included out-of-the-box as a **Description** field for the ticket type during **Ticket Creation**.

## Upgrade Considerations

For an existing Service Desk Integration configuration, you must modify the **Description** field in the [Ticket Creation](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/configuring.html#ticket-creation>) section to include the comments for Access Request as explained below for each of the following ticket types:

**For the `serviceRequest` ticket type:**

When the ticket type is `serviceRequest`, modify the value of the **Description** field to include comments as shown below:

```text
#if($request.operation == 'Create') Create Account on application $request.resource #elseif($request.operation == 'Delete') For $request.id in application $request.resource : Requested action from SailPoint : Delete Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end #else For $request.id in application $request.resource #end #if ($request.items) $newline #foreach ($item in $request.items) #if ($item.name == '*disabled*' && $item.value == 'true') Requested action from SailPoint : Disable Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #elseif ($item.name == '*disabled*' && $item.value == 'false') Requested action from SailPoint : Enable Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #elseif ($item.name == '*locked*' && $item.value == 'false') Requested action from SailPoint : Unlock Account #if ($request.arguments.comments), Comments : $request.arguments.comments #end $newline #else $!item.Operation $item.name: $item.value #if ($item.arguments.comments), Comment from SailPoint : $item.arguments.comments #end $newline #end #end #end
```

> [!NOTE]
>
> For information on handling special characters in the comment, refer to [Ticket creation fails when Access Request comments contain special characters](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/troubleshooting.html#ticket-creation-fails-when-access-request-comments-contain-special-characters>).

## To Populate Ticket Resolution Comments on the Identity Request

You can populate resolution comments from ServiceNow on the Identity Request. The resolution comments from the ServiceNow ticket (Service Request or Incident), listed as **Close Notes**, are fetched and shown on the Identity Request page as an Errors and Warnings message. The **Close Notes** for any ticket type can be fetched based on the tracking status you're interested in. For more information, refer to [Status Mapping Advanced Properties](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/configuring.html#status-mapping-advanced-properties>).