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

pramodkumar · ‎08-07-2020

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!

Willem · ‎08-08-2020

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

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pramodkumar · ‎08-09-2020

Thanks again for quick response !

1) When end user(user1) raised request for himself, user1 can add comments to ritm

2) When end user (user1) rasied request for some others, user1 cannot add comments to ritm

The SN Nerd · ‎08-09-2020

Can you post your ACL, and give us the field name that determines if a record has been raised by someone for someone?

Also, you may wish to change the view to one that shows the comments field (such as Default view)

ServiceNow Nerd
ServiceNow Developer MVP 2020-2022
ServiceNow Community MVP 2019-2022

manjusha · ‎08-09-2020

Hi, If your user 1 creating request for some other user2, then user1 name should come as requested by and user 2 name come in requested for So in your acl you have add in condition like logged In user is requested by or logged in user is requested for. If above sol does not work then please give screenshot of your acl. Thanks, Manjusha

Willem · ‎08-09-2020

Can you check if there is a UI Policy on the form?

Can you add Opened by and requested for to the form, just so it is easier to debug/see if the logged in user is indeed on one of them.

Can you see if the second one could be a different view? It looks like it is only showing the description in 1 column, as the first screenshot shows the full width being used.

pramodkumar · ‎08-10-2020

Hi Willem,

I was able to resolve the issue. There is an ACL on table level which is preventing the current ACL.

Thanks for the response.

Thanks!