Restricting specific group members from commenting on cases in CSM Portal and Now Mobile

[SK07]

Hello Community,

I am currently working on a Customer Service Management (CSM) implementation. We have created a custom portal for end users where they can create cases, read cases, and perform other related actions. We are also using the Now Mobile app for case management.

There is a requirement where certain group members should be able to view cases and read the comments on those cases, but they should not be allowed to add new comments. In other words, these users should not see the comment box at all...., whether they are accessing the case from the custom portal or from the Now Mobile app.

Has anyone implemented a similar restriction? What would be the best way to hide or disable the comment functionality for a particular group while still allowing them to view case details and existing comments?

Thanks in advance for your guidance!

[Ankur Bawiskar]

@SK07 

why not create field level WRITE ACL and block?

If ACL fails they don't see that box to enter

share some screenshots

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[SK07]

Hi Ankur,

Thanks for your response and suggestion about using field‑level WRITE ACLs. I want to confirm if ACLs will fully work in this scenario. The requirement is that a particular group should be able to view cases and read existing comments, but they should not see the comment input box (both in the custom CSM portal and in the Now Mobile app).

Since ACLs require roles, how can I design this so that only the restricted group is blocked from writing comments, without affecting other user's access? Could you please explain how to tackle this with ACLs. For example, how to structure the role assignment and ACL conditions so that only this group is impacted?

Appreciate your guidance!

[Ankur Bawiskar]

@SK07 

seeing comments is based on field level READ
you want to restrict the edit so field level WRITE

In advanced script of ACL you can check group membership of logged in user and allow only when user is not member of that group

I am not sure how you are handling this for mobile but it should probably work there also

answer = !gs.getUser().isMemberOf('groupSysId');

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