DIsable Comments on RITM After Close

[syed_but_not]

Hi,

I want to stop customers from commenting on RITMs through the portal once the ticket is closed, I've seen every post on this topic say to do it through the ACL for sc_req_item but nothing I seem to do is working, I've even disabled every "write" rule for RITM comments and comments still do not get disabled.

SOLVED: I modified the server script of the Ticket Conversation widget to set "data.showCommentInput = false;" if the table is 'sc_req_item' and the state is 4,5,or 7

[Sandeep Rajput]

@syed_but_not While reviewing the ACLs on comments field on RITM, I found some OOTB ACLs which are letting the user have write access on the comments field.

If anyone of the ACLs among these ACLs evaluate to true then the comments field would become editable.

In order to prevent the write access on the record you should create an ACL as follows.

Apart from creating the above ACL, you may need to deactivate the OOTB write ACLs working on the comments field  or add more roles and condition specific to them.

Hope this helps.

[syed_but_not]

Hi Sandeep, thank you for this reply but as I said in the original post, I've already modified and deactivated the ACLs for comments with no luck.