ACLs and Views - having trouble getting specific fields to show in ESS view

[Mickey_Cegon]

We have just recently started using the ESS homepage for our clients to be able to view their own Incidents and Requests. Currently, when they launch a record from their homepage, the Incident form is locked down. I would like to be able to allow clients to add Comments from the form, and see their comments in the Activity log as well. But, I can't seem to get the field to show up. All I get is the label. I added ACL for read/write/create and set the condition: caller_id = javascript:gs.getUserID()

But, when I impersonate an ESS user, I still can't see or edit the Additional Comments field. What am I missing? Is there something else, like the view that is locking the form down, so that I can't overwrite that with ACLs? We're still on June 11 version, not on Aspen yet. I know that the ACL stuff is changing, so maybe I should just wait until we upgrade, and then revisit this if I'm going to end up having to change it then.

[CapaJC]

You're getting a client-side JavaScript error on form load when Joe Employee views that form. The error is: "callerField is null", and it's generated by the "Highlight VIP Caller / Set Location" client script. The script does not accommodate the fact that the callerField variable might be null.

If this was a client script provided as part of your implementation, I recommend either contacting your implementation team or opening an Incident with ServiceNow Customer Support. This error might not be the cause of your form issue, but JavaScript errors have a way of appearing to break seemingly unrelated things.

[sbungener]

I have the same issue, but only with change requests.

The can see the field header, but not the field for typing in any comments.

Any solution?

[sbungener]

I have the same issue, but only with change requests.

The can see the field header, but not the field for typing in any comments.

Any solution?

[Mickey_Cegon]

This is what I have for ACLs for the release module, and the comments are now visible. Not sure if this will help you or not.

3 separate ACLs - Create, Read, Write
Each is for the rm_release.comments field
Each has the following in the conditions as a Script: current.u_requested_by == gs.getUserID();

So, I'd assume that if you have a similar field for your user, just substitute the field for where I have the current.u_requested_by, and change the table to Change Request.

Mickey Cegon

[Mickey_Cegon]

This is what I have for ACLs for the release module, and the comments are now visible. Not sure if this will help you or not.

3 separate ACLs - Create, Read, Write
Each is for the rm_release.comments field
Each has the following in the conditions as a Script: current.u_requested_by == gs.getUserID();

So, I'd assume that if you have a similar field for your user, just substitute the field for where I have the current.u_requested_by, and change the table to Change Request.

Mickey Cegon