How to allow snc_internal users who are on a ticket Watchlists to comment in Service Portal?

AbdurRahmanSnow
Tera Guru

‎02-04-2025 09:09 AM

Good evening.
How to allow snc_internal users who are on a ticket Watchlists to comment on Additional comments in Service Portal? Which Role should I give them? ITIL ?
These users do not have any other role, apart from snc_internal.
I am not sure. Please tell. Screenshot below.
1a.jpg

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Dr Atul G- LNG
Tera Patron

‎02-04-2025 09:10 AM

ITIL user can add comments or if you want to go module level, give incident_write role and check.

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AbdurRahmanSnow
Tera Guru
In response to Dr Atul G- LNG

‎02-04-2025 09:12 AM

Thank you so much, Sir. 

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Robbie
Kilo Patron
In response to AbdurRahmanSnow

‎02-04-2025 09:23 AM

Hi @AbdurRahmanSnow,

 

Point to note, if you start to adding roles to users, this could (and most likely) have a financial impact to the instance.

 

ACL solution would be the way to go here.

 

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Thanks, Robbie

AbdurRahmanSnow
Tera Guru
In response to Robbie

‎02-04-2025 09:51 AM

Hi @Robbie. Thank you so much for this information.
Will you please tell how should I create an ACL? What conditions should I mention there for snc_internal role?

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