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 · Accepted solution]

Hi,

Next steps will be to debug ACLs.

ACL debugging

debug ACL in portal

[HarrisonW]

Figured this out in the end.  

There was a table level ACL: "you can update an active incident if you opened it, or if you are the caller" - Added the custom field to the condition filter, this resolved the issue.  

Thanks @Kieran Anson, debugging helped a lot 🙂