Additional comments box flashes then disappears for non Admins

[jbasa]

Not sure what changes occurred to cause this. If I had to guess we saw after moving from Express to ITSM.  I am not finding any ACL's that might have caused this, though I may not be looking for the right one.

Non-admins experience this flash for the additional comments box on the RITM form. I am impersonating one of the itil users and refreshing page.  If under my admin account I go to the form the box appears as it should.

Thanks in advance for any assistance or guidance.

[Ambrosia1]

Hello,

I went through the conversion from express to ITSM in 2017, so I've been dealing with issues like this since that da.

If your instance is anything like mine after the conversion, you now have extra ACL's for each field that you're going to explicitly need to reverse.

I'd say put debug mode on, impersonate one of the users and see which ACL is failing. I have had to grant explicit write access to not only the table itself for specific roles or users (say, whoever is in the opened by field) but also have had to give specific field write access as well. 

For instance - if I have a user I want to be able to comment on their own incident, I have a write acl on incident itself for any user who is in the affected field, and then also a specific 'incident.comments' - write operation for anyone who is in that field. 

This is unfortunately one of the most common issues I've told happens after the conversion. 

I'm happy to help in detail if you have more questions. I've been dealing with this for 16 months now 🙂  

Hope this helps a bit!

[jbasa]

I would like to say, glad I am not alone.......  However yes it's frustrating.  I had to remove ACL that stemmed from Express on a Project app we had built while on Express.

Thanks for sharing, I feel your pain!