End users cannot comment on the INCIDENT through portal raised for them by someone else

[MayurGavhane]

Hi Friends,

In the Service portal, when an someone else raised an incident on the behalf of some end user, the end user is unable to add comments to the incident through service portal. Only the opened by person can add comments to that incident.

Thanks and Regard.

@Amit Gujarathi @Gaurav Shirsat  @Anil Lande 

[RaghavSh · Accepted solution]

Check the "incident.comments" ACL, it should provide the write access to opened by and caller both:

[MayurGavhane]

Hi @RaghavSh 

I tired using same as you suggested and its working fine for me but not end user.

[MayurGavhane]

And also There are 3 write acl on additional comment.

[RaghavSh]

@MayurGavhane the rest two are based on roles you can ignore them, you need to focus on this. This works in OOB, you need to check any other customisation in your instance. check for any UI policy or client script which might  be causing an issue.

Also this ACL has "snc_internal" role, make sure your end user has this role or you can try removing that role from ACL.