Allow requesters to comment or add attachments on On Hold / Pending RITMs in Service Portal

[hakimbelkou]

Hello,

I’ve noticed an interesting behavior in my personal developer instance (PDI) and wanted to confirm if this is expected out-of-the-box.

When a Request Item (RITM) is moved to a Pending or On Hold state, the requester can no longer update it from the Service Portal — they can’t add comments or attachments anymore.

However, the same requester can still add comments in the backend form, so ACLs for sc_req_item.comments don’t seem to be the issue.

Is there a way (configuration, property, or customization) to allow requesters to continue posting comments or attachments on their RITMs when these are in Pending / On Hold status?

Thanks in advance for any guidance or best practices on how to handle this behavior.

[Cheikh Ahmadou]

It is OOTB on "Service Portal - Standard Ticket" App.
You can see the configuration for RITM in "Ticket Configuration (ticket_configuration)" table.

After opening the record you'll see the "Tab Configurations" Related List

The one you need to open is "Activity".
If you want to change the behaviour, it will be there.

Regards,
Cheikh

[hakimbelkou]

Thank you Cheikh!