Hi Robin,

I am not sure there is a setting to prevent the problem description copying to the activity comment on the primary activity.

There is an option allow you to edit the problem description for the routing but then I would think this would also end up on primary assign as well.  This would be in the Routing Information section.

This would not prevent the primary assign activity from taking any text allowed through the routing.

Checking with R&D:

Looking at this from the code level, I don’t see any such parameter that controls if the description of the order will or will not go to the comment text of the primary activity, it just always does that.

Hi Robin,
You could use the Mobile Customizer application to remove the problem description section (so the technicians would only see this information down in the Activity Comments section going forward), the risk would be that if there are other updates made to the problem description afterwards then if those aren’t also carried down to the activity comments then the technicians assigned to the order would lose visibility to those updates:
 

Thanks,
Reid

Thanks, Reid.

This confirms the following:

• There is not an option to prevent the copying of the problem description to the primary assign
• It is not possible to hide the problem description without modifying the Mobile client via Mobile Edge Customizer.

Thanks Phil and Reid,

We are taking a look to mobile customization if necessary.

Also what i am thinking to do is to empty the comment field on Primary Assign activity with a process flow at creation.