Service Portal Ticket Conversation ACLs for SP Users.

[HarrisonW]

Hi all, 

I'm trying to fulfil a requirement at the moment to have Service Portal users be able to be added to a field called "Keep Informed" so they can be kept up to date on incidents similar to being CC'ed into an email.  I've managed to get the read part done by creating an ACL and changing the incident query business rule but I've not been able to work out the writing commends part.  

This is how the field looks

This is how it looks for an admin. 

But unfortunately above, this is how it looks for a Service Portal user. 

I've tried changing an ACL for incident.comments but that doesn't seem to work.  I've tried with incident.additional_comments and a few others as well but those also have not worked. 

Is there something I'm missing? Could there be an OOB business rule/client script etc that I might have missed? Do I need to do anything in the Service Portal configuration?

Any help would be greatly appreciated.  

Thanks 

[Kieran Anson]

Hi,

This should be purely controlled by ACLs unless you have a modified std_ticket_conversations widget in your portal.

User needs access to the comments field so I'd suggest creating a new ACL for incident.comments. Below is an example using the OOB watch list field (same field type as your custom one).

[HarrisonW]

Hi @Kieran Anson, 

There's been no changes to the widget on the SP as far as I can tell.  

I've tried a write ACL for incident.comments but that doesn't seem to work.

I thought maybe there was something else I was missing? Perhaps a conflict between this and another ACL but the other ACLs for this field are role based.  

[Kieran Anson]

Hi,

you need to change the ACL operation from read to write to allow access.

[HarrisonW]

Hi, 

Sorry, I screenshotted the wrong one.  

This is the write one, it's not successful though