How to Disable Comments After Case is Closed?

[G24]

Hello.  What is the best way to prevent users from adding comments to closed HRSD Cases?  Please be detailed in your answer if you have one...

We have users entering HR Cases via the Employee Service Center (1).

After they do so, and an agent closes the case (2), the user is still able to add comments (3) even though the comments will not be expected by an agent because the case is closed.

See screenshot below.  Thanks:

I believe the table these go into is sn_hr_core_case_benefits, which rolls up to sn_hr_core_case, but I do not know if disabling the comments should happen at the table level via ACL or via some other mechanism.  Please help.  Thx.

[Ravi Peddineni · Accepted solution]

@G24 

Best solution would be the table level ACL as it handles both on portal and native UI. You could write a before Business Rule but it would throw a lot of un-related error messages that would confuse users. So please go with ACL if it's possible.

I feel this should come OOTB from ServiceNow as it makes perfect sense to close for comments on an HR case after it's closed. But I think ServiceNow left it to architects to make a decision on this.

[G24]

OK  For sn_hr_core_case, I ended up adding a new Data Condition to the Write Access Control.

I was not sure if it was best to do that (A) or to edit the functions listed in (B).