Snc_external users are not able to write additional comments and attach docs in attachments section

[Shraddha04]

On portal, for a record producer accessible to all users including snc_external users. After submitting the form, the ticket information is visible for them, but don't have access to add additional comments or attach document in the attachment section. Refer below screenshot.

When giving snc_external role for read acl [table.comments] it displayed existing comments as expected, but

tried giving the snc_external role for write acl [table.comments & task.comments] which didn't work.

[Martin Virag]

It’s almost certainly an ACL issue. The reason is that you’ve only given read access at the field level, but the table-level ACL is missing. I suggest checking how this is set up on an OOB table where the feature works properly like on the Incident or Case tables. Before giving too many permissions to users with external roles, it’s important to review the setup carefully, as it could create unnecessary security risks.

[Ankur Bawiskar]

@Shraddha04 

did you try to use access analyzer and see which ACL is blocking the edit?
The Standard Ticket Attachments widget uses the system property "glide.attachment.role" to determine if user can attach, OOTB it has public role

Try adding snc_external along with public

Also ensure sys_attachment Table.None CREATE ACL has snc_external role in it

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