Service Portal / Incident - Stop users from adding comments on Closed / Cancelled Tickets

[arnabbose]

Hello,

I want to Stop users from adding comments on Closed / Cancelled Incident Tickets (basically inactive tickets) from Service Portal. How can I do that in the most easy way?

[Mike Patel]

try === "true"; (3 😃 it works fine for me.

[Annie Scott]

I have tried same as you suggested but it did not work for me.

Incident is resolved and I am still getting the comment section.

[arnabbose]

Thanks buddy 🙂 Keeping the thread open just in case I need any further help!

[Chris Sanford1]

Closed incidents should already be blocked OOB, but canceled they can still comment if they're the caller or they opened the incident. You can just modify the ACL entry that controls when users can write to incidents. https://instance-name.service-now.com/nav_to.do?uri=%2Fsys_security_acl.do%3Fsys_id%3D66ecaf4d0a0a0b010029ce5027a8d56f controls when they can write to incidents in general, and https://instance-name.service-now.com/nav_to.do?uri=%2Fsys_security_acl.do%3Fsys_id%3D66f0fbc60a0a0b0100ce40e98ad45972 controls the comments field specifically. I would just change the conditions on the first one to not allow the canceled state, unless there are other fields they need to edit on canceled.

[Praveen75]

Hi @Mike Patel , how to prevent adding attachments for the same scenario as arnab has. Pls share thanks.