Additional Comments Not Visible on Incident Form for user with sn_incident_comments_write role

[Travers M]

The role also has the sn_incident_read role so all of the fields are visible but for whatever reason the Additional Comments field just will not show up for this user to write to it.   Is there an ACL that I am missing?  I tried granting incident.comments explicit read access but it's still not showing up.   Any guidance or assistance would be much appreciated.

[Mike_R]

Sorry, I totally missed that in the title of your question.

I'm able to reproduce this in my OOTB personal instance. This appears to be a bug. Rather than playing around with ACLs, I would suggest opening a case with SN support.

[Deven Olson]

If you are trying to use the sn_incident_comments_write role you will need to activate two OOB ACLs. The below URL will bring you to a list of ACLs to activate. You will need to add your instance name to this URL.

https://[your instance name].service-now.com/sys_security_acl_list.do?sysparm_query=sys_idINc1b5fcd2c3e13010a282a539e540ddc6%2C64263c16c3e13010a282a539e540dd86