Add a user to Incident to be able to update comments

[BrianS344076034]

This is an odd one that I can't wrap my head around.

Here is our situation that we are trying to figure out.

We have a number "Work Sites" that are our customers.  Those sites role up to a General Manager, who has multiple sites.

So if Site A, Site B, Site C are tied to GM1 our help desk will add GM1 to the watch list for the incidents that get opened for the Sites.

The GM has asked if there is a way they can from the Employee Center, update the incident.  They can read the incident, but there is no option for comments to be added.

I tried to add the GM to the Work Notes list, and that didn't give them the option.  

Apparently prior to Zurich they had this capability, Any ideas?

[Ankur Bawiskar]

@BrianS344076034 

share screenshots please, how it was looking earlier and how it looks now

Users should be allowed to add comments from My Requests -> Ticket page

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[BrianS344076034]

Can't share screenshots of how it used to be, they did this upgrade prior to me joining the company

here is what the incident looks like

Key thing, the person that wants to add a comment is NOT the caller but they are in the watch list and associated to the site

from their login on ServicePortal

They open the incident and can see all the notes

This ticket they are also just in the watch list, but they have the option to add notes and comments

they have the line at the top to add additional comments

[Ankur Bawiskar]

@BrianS344076034 

if the user satisfies write access to Comments field then they will see the box to add comments

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[BrianS344076034]

Thats what we are trying to figure out.  They are not meeting the requirement and I need the users on the watch list to be able to meet the requirement.

I found this article from 2018 that had the ACL for it, but it didn't seem to help in our case
https://www.servicenow.com/community/itsm-forum/how-to-allow-users-on-watch-list-to-post-additional-...