Why can’t users with snc_internal (or any non-admin role) add Additional Comments on Incidents?

[Aswin S]

Hi Everyone,

I’m facing an issue where users with the snc_internal role (and other non-admin users) are able to add Additional Comments on Requested Items (RITMs), but on Incidents, they can only view the comments — the Additional Comments field is read-only for them.

They should ideally be able to update the comments on both Incident and RITM.

Has anyone seen this before or knows what might restrict the Additional Comments field only on Incident?
Any pointers on which ACL or configuration I should check?

Thanks in advance

Regards,
Aswin

[JenniferRah]

That must be something you have customized. In my PDI the ACL below gives anyone with snc_internal who is listed as the Caller or Opened By user the ability to add comments: 

https://yourinstancename.service-now.com/now/nav/ui/classic/params/target/sys_security_acl.do%3Fsys_...

[Aswin S]

Yes, we identified a customized ACL that was restricting users from adding Additional Comments. Using the Show ACL Execution script on the ACL record, we found the issue and reverted the ACL to the out-of-box configuration. It is working correctly now.