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Prevent caller from commenting on resolved incident

vidhya_mouli
Tera Sage

‎12-14-2023 06:13 AM - edited ‎12-14-2023 06:14 AM

I have a requirement to prevent caller from commenting on a resolved incident (on Employee Center).

 

I have created the following ACL. But this is not working? How do I do this?

 

vidhya_mouli_0-1702563175018.png

 

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2 REPLIES 2

SunilKumar_P
Giga Sage

‎12-14-2023 06:48 AM

Hi @vidhya_mouli , The below conditions in ACL will hide the Additional Comments field, preventing the caller to enter Additional comments on Resolved incidents.

 

SunilYadav_P_0-1702565075862.png

 

Thanks,

Sunil

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Dr Atul G- LNG
Tera Patron

‎12-14-2023 06:57 AM

Hi @vidhya_mouli 

 

I think you can achieve this via UI policy as well. Give a try  with same conditions and make additional comments readonly. ACL be a risk.

 

LearnNGrowAtul_0-1702565806753.png

 

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