Can Business Stakeholder licensees add comments to Incidents?

[Kelly Logan]

We are looking to have business stakeholders be able to contribute by adding comments on some incidents. It seems like this is supposed to be allowed, as business_stakeholder includes a specific sn_incidents_comments_write role, which is used in an incident.comments ACL. The ACL is inactive by default, but activating it does not display the comments field, nor the 'Post' button for it. Are there additional ACLs required or other infrastructure that has to be modified to provide access to this journal field? 

With just the OOB incidents.comments ACL active, what I see when impersonating a business stakeholder member is that the Activity stream is displayed, along with the labels 'Watch list' and 'Work notes list', but no Comment field or 'Post' button. (see screenshot below for example with sample data with Doug Razabeck)

[Maik Skoddow · Accepted solution]

Hi @Kelly Logan 

a Business Stakeholder is the extended version of the Approver license but it doesn't change the basic principle that also a Business Stakeholder can only comment on records he has to approve or records which have been created by the Business Stakeholder itself or on his/her behalf (as a caller). Having a look at your screenshot, I assume that is not the case.

For commenting on any record, you will need a fulfiller license.

Kind regards
Maik

[Kelly Logan]

That's what I was guessing, seeing as the ACL for sn_incidents_comments_write was deactivated. I'm guessing it's a holdover from something earlier they haven't cleaned up yet. 

Here's hoping the new Customer Access Management in CSM catches on and they add something similar for ITSM. In the meantime I'll look at some other options for collaboration.