Why user can add comment on Closed HR cases?

[Kohei Tominaga1]

Hello,

I would like to have your help.

In my understanding, OOTB closed HR case can be commented as below.
Do you know why comment is allowed to closed ticket?

About Incident ticket, it is not allowed to comment on the closed ticket by ACL. It seems to be the same behavior about CSM case but I still cannot find which ACL controls so.

I think this behavior is good because I believe that once ticket is closed new ticket should be raised if user ask something again. However, HR case is not configured so. Furthermore, even if comments are posted, no notifications are sent to anyone, so user comments are ignored...

[Jayant_M]

Hi,

I you can check out of the box  UI policy on that tables which makes comments read only on incident table. The  same ui policy you can verify on HR case table as well. That might be the one reason.

Please mark my response helpful if it resolves your issue 

[Harish KM]

Hi @Kohei Tominaga1 OOB way User can update comments for HR Case, You can lock the field by creating a custom Wirte ACL on comments field with role snc_internal

with condition active = false and

script: answer = true;

This will lock the field

[Kohei Tominaga1]

Why do you think the behavior of the OOTB is like this?

[Harish KM]

Hi @Kohei Tominaga1 Not sure why servicenow allows this behavior, if you think users should not post comments then you can lock the field through ACL.