My Requests on Service Portal

[Darlene York]

Non ITIL users can add comments to incidents and requests on the service portal by accessing their tickets from the My Requests link.  They cannot however see Enhancement details.  All they see is the number.  I have looked at all the ACLs and roles I can think of.  I did find a role called rm_enhancement_user.  I gave it to one non ITIL user and he was able to add comments on the portal.  But before I give that role to everyone, I wanted to check and see any anyone had any other ideas.

Thank you.

[John Gilmore · Accepted solution]

The rm_enhancement_user role grants read access to the rm_enhancement table, if what you are trying to do is allow users to view the enhancement details then that would be the proper way to do it.

I'm a little bit confused what exactly you are trying to do as most of your question revolves around the ability of users to comment not around being able to view enhancement details. Per your statement about giving one user the rm_enhancement_user role and then them being able to comment, that role would have nothing to do with their ability to add comments.

[Darlene York]

We want users to be able to comment on enhancements they have opened from the service portal.  They can open the enhancement, but they cant look at the ticket on the postal and add comments.  They can add comments on incidents and other tickets they submit, just not enhancements.  These are non itil users.