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 

[MayurGavhane]

Dear @RaghavSh 

I tried every possible things with ACL but didn't work. is there anything in widget like condition for additional comments.

and i could not find "snc_internal" role for acl.

[RaghavSh]

Can you create a write acl for additional comments on incident table with snc_internal or anybody role and then check.

[MayurGavhane]

Hi Dear,

I generated an acl like you advised, which you can see below, however it isn't working. I think our instance don't have snc_internal role.

Thanks and Regards.

[RaghavSh]

It should work with this ACL as well.

[MayurGavhane]

Hi @RaghavSh 

Actually, I created ACL at the field level after forgetting to do it at the table level, so it is now functioning properly.

Thanks a million @RaghavSh