Additional Comments (Customer Visible) on the approval record

[Cupcake]

There is a field called Additional Comments (Customer Visible) that is on the approval record for an itil user, but not for an ESS user. I need to be able to add that field for an ESS User.

So I did the following:

1. Modified the task.comments acl and removed the "itil" role and the "task.editor" role, but that did not resolve the issue.

2. Created an ACL on the sysapproval.approver table and added the comments with write access but still that did not add the field to the approval record.

Does anyone know how I can get this field added on the approval record.

Please advise.

Karen

[Allen Andreas]

Hi,

You would need to add it for that specific form view. Configure > Form Design.

[Cupcake]

Hi Allen,

     The fields are already there for that view, but they are not visible if the user does not have a role. That is why I went the route of ACLs.

[Allen Andreas]

So for the one ACL you removed the ITIL role on, you should put that back. That's a separate ACL specifically for the verbiage of "Customer Visible" to show in a parenthetical phrase next to Additional Comments.

I would recommend ADDING a sc_req_item.comments Read ACL since your screenshot is showing the sc_req_item table, specifically and saying the users can't see it.

[Cupcake · Accepted solution]

I figured it out. 

I had to create a new ACL on the Requested Item table

a) "Write" ACL on sc_req_item.comments with no roles, and 

b) Then I deactivated the ACL that was already in place that had scripting in it.

To all who replied - I thank you.

Sometimes we have to talk things out for it to come to us.

Have an Awesome Day just because.

Karen