Issue with Additional Comment to show on Service Portal for regular users

[lrossy31]

Hello there,

I have run into an issue with the Addtional Comments fields on the service portal.  I have two applications that are using the same Ticket Conversations widget (cloned so each has its own) but on one of the apps the fields on the service portal that show "Type your message here" for the regular user it doesn't show, whereas in the other app it does.  I checked the ACLs to see if the rules match for that field in each table and they do.  Also made sure the widget had no errors or need to point to the specific table for the app I am using.  I will greatly appreciate if anyone has seen this issue and provide the work around.  Below is the screenshot of the page and field:

[reginabautista]

Hi, this article might help:

https://community.servicenow.com/community?id=community_question&sys_id=3ae4472ddbd8dbc01dcaf3231f96...

Here's the screenshot of the solution provided. Change the condition as necessary.

[lrossy31]

Hi Regina,

Thanks for your response.  I was able to get it done with an ACL as you mentioned but didn't have to use the condition.  Found the soltution here, https://hi.service-now.com/kb_view.do?sysparm_article=KB0639323.  I created the the ACL with role to public and that made the Comments field to show.

Again thanks, it was helpful.

[The SN Nerd]

Your screenshot shows work notes but your question is around comments.
Is this correct?

[lrossy31]

Hey Paul,

Thanks for reaching out.  That field is actually for the comments field, but for admin or itil users the work notes entered from the fulfillment side show on the left side of the screen and its viewable to those users only.  Also found the solution here:  https://hi.service-now.com/kb_view.do?sysparm_article=KB0639323.

Again thanks for your response.