Allow end users to add comments on RITM when requested for others

[pramodkumar]

Hello All,

I wanted to allow end users to comment on RITM in service portal when they requested for someone else. I tried creating a write ACL on sc_req_item table and additional comments and added condition as requested by as dynamic me or opened by as dynamic me. But this is not working.

Any inputs on this?

Thanks!

[Anil Shewale]

Hi pramodkumar

you have to 'WRITE' type ACL on 'comments' (Additional Comments) field in 'sc_req_item' table

refer the following thread it guide you.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0714297

https://community.servicenow.com/community?id=community_question&sys_id=3ae4472ddbd8dbc01dcaf3231f96...

If it help mark helpful or correct.

Thanks and regards

Anil

[Willem · Accepted solution]

Hi,

A good starting point will be the existing ACL:

You can remove the "snc_internal"-role requirement for it. That way it will check if you are the requested for or opened by for the request. It also checks if the requested item is not closed, since it does not make sense to comment on closed tickets:

If you do not want to modify, you can "insert and stay" to make a copy.

yourinstance.service-now.com/sys_security_acl.do?sys_id=8512f0748776030073e405a888cb0b6e

[pramodkumar]

Hi Willem,

Thanks for the response.

I tried creating a Write ACL sc_req_item.comments and applied condition as request.requested_for is me or request.opened_by is me. This is working for end users who raised requested for themselves.

When end users(who do not have any roles) raise request for others they are unable to add comments.

Any thoughts on what would be the issue?

Thanks!

[Willem]

Can you share screenshots of the end user raising a request and the other user trying to see it?