As a Non -Itil User in ESC portal not able to see the Type your message under activity tab in incide

[Lisha ramya C]

In incident form watch list user is a non ITIL user .

If I impersonate with non ITIL user in esc portal not able to see the type you message under activity tab &

Under Attachment tab it's showing there are  no attachments.

I tried ACL

Write -incident.comments , incident.*, Incident .none

Read - incident.*, incident.none

Write - sys_attachment.none

Role public

Not able to get a solution. Anybody please help with this

[Maik Skoddow]

Hi @Lisha ramya C 

sorry, but it's not clear what your issue is. 

1) "Non-ITIL" user can everyone. So what user exactly have you used and what roles do this user have?

2) What does "not able to see the type you message under activity tab" mean? This makes no sense!

3) What exactly is the scenario? You have provided nothing, and therefore we cannot understand you! Please provide ALL details and not only some pieces of information!

Thanks
Maik

[Lisha ramya C]

Hi @Maik Skoddow 

I have a admin access in DEV environment and I can see the "Additional Comment" field of the incident ticket in ESC Portal. 

Whenever I impersonate with non - ITIL user additional comment field does not exist.

I attached below two documents for you reference.

I need help with this current issue

Thanks,

Lisha

[Maik Skoddow]

Hi @Lisha ramya C 

again, you did not answer the most important question "What user exactly have you impersonated?". Your statement "Non-ITIL user" is not helpful.

As a non-ITIL user you will only see the "Additional Comments" field in case you are the same user as referenced in the "Caller" field.

Maik