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

SK07 · 3 weeks ago

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 · 3 weeks ago

@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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Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

SK07 · 2 weeks ago

I found the ACLs that were granting access and added the condition you suggested. It worked perfectly.

Thanks for your response, much appreciated!

Regards,

Saikrishna

Ankur Bawiskar · 2 weeks ago

Glad to help

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader