Missing additional comments in requested item self service view

[TiffanyL]

I recently added the additional comments field to the Requested Item form to enable ESS (non itil) customers the ability to add comments to open request items. I've noticed that the field appears for any RITM as long as it is not ordered as part of an order guide. Where the RITM is ordered as an order guide, the additional comments field doesn't appear in the self service view.

I have seen the following threads but since its intermittent they do not apply:

Additional Comments - Request Item

Additional Comment and Activity is not visible

Additional Comments request item

[Shane J · Accepted solution]

I believe it appears based on an ACL, so I would review the 'read' and/or 'write' ACL for Additional Comments and then look at the examples where it's not showing.  Verify that what the ACL allows is covered in the example or not.  

[TiffanyL]

Upon further review it wasn't related to whether RITM was part of order guide but instead that the opened by didn't match the requested for. Where I had updated requested for, the comments field wasn't visible. I updated the write ACL for the sc_req_item table to ensure both the opened by and the requested for conditions appeared (where before I only had the requested for). Thanks for your direction!

[mikecole]

Thanks Shane!