Missing "Type your message here" for Non-ITIl users in Service portal

Wyatt Fudal1
Tera Guru

‎12-12-2023 07:38 AM

I have created a simple list widget for the watch list. If a user is added to a watchlist they'll be able to view the incident from the service portal. The only issue is non-itil users cannot add to the conversation or leave a message. Has anyone run into this kind of issue? 

 

ITIL view

ITIL view.JPG

Non-ITIL view

WyattFudal1_0-1702395490789.jpeg

 

 

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Sandeep Rajput
Tera Patron
Tera Patron

‎12-12-2023 11:11 AM

@Wyatt Fudal1 Please check if your non-ITIL user has write permissions on the incident record. If they don't then they will not be able to add an additional comment.

 

Please check the following.

1. The watchlist user should have table level write access on incident table (via write ACL on incident table

2. The watchlist user should have field level write access on incident.comments field (via write ACL on incident table on comments field)

 

Hope this helps.

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