Create an ACL if Comments Field is Missing for ITIL Users on London Instances

[mohankrishna1]

If you recently upgraded your instance to the London release and noticed that your ITIL users are unable to post comments on RITM (sc_req_item) records, it may be due to Write ACLs added in London.

Missing comment fields is fixed in London Patch 6 and Madrid version of ServiceNow. So if your “Additional comments” field is not visible for ITIL users on RITM or Tasks, don’t fret. You can patch/upgrade or use the workaround provided here.

However, please create a new Write ACL on sc_req_item.comments and give it the ITIL role.

Workaround:

1. Navigate to “System Security” > Access Control (ACL) (sys_security_acl_list.do)

2. Click on “Create New”

3. Create an ACL with the following information 

a. Type: record

b. Operation: Write

c. Active: True

d. Admin Overrides: True

e. Name: “Requested Item [sc_req_item]”. “Additional Comments”

f: Role: ITIL

For more information on this behavior see Write ACL added in London for Additional Comments field on sc_req_item table is not allowing ITIL us.... It also includes an update set that you can import to provide a temporary fix.