Additional comments and work notes not showing for ITIL Users.

[kondagadapavino]

Hi All,

To ITIL users in instance Additional comments and work notes are not showing for few incidents only.See the message below what's exactly its showing.

Please someone help to sort this issue

Regards,

Vinod K

[Pradeep Sharma]

I am glad your issue is resolved now

[patricklatella]

Hi Pradeep,

I've got a somewhat similar issue.  I have a single unique user that I'm trying to grant the following access:

- able to see all incident records, regardless of who created them, in a Service Portal

- able to see and add Additional Comments.

I've created read and write ACLs for the incident table, and the "Additional Comments" field on the incident table.  I've created a new role, and have assigned it to each of the ACLs.  And I've given my unique user the role.  However when logged in as my unique user I can still only see the incidents where the unique user is the caller.

Is there something can I've missed?  thanks!

[vishwas3]

Hi Vinod,

You would need to create a read ACL for the "custom table.work_notes" and add the custom role that was create for your table.

This worked for me.

Please try this.

Regards,

Vishwas Hegde