End user is not able to add work not on Standard Ticket Conversation widget

Sonu Parab
Mega Sage
Mega Sage

‎04-23-2023 04:34 AM

Hi All,

We are using Service Portal to show case details to the Internal user.
 There is  Standard Ticket Conversation widget which shows Work notes and Additional Comments from the Case record.
But here we want such that end user is also able to add work note/Additional Comments from portal.   

Here are the snippet 1] Current it is looks like:

SonuParab_0-1682249400214.png

2] We want such that: Post button.

SonuParab_1-1682249567079.png


Any and all help greatly appreciated!
Thank you

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Sandeep Rajput
Tera Patron
Tera Patron

‎04-23-2023 04:43 AM

@Sonu Parab Check if your end user role has write permissions on the ICase Record. If the user role doesn't have write permission then you will have to create a write ACL on your ICASE table and select your end user role in the role's list.

 

You can create a write ACL on your table similar to the following.

Screenshot 2023-04-23 at 5.10.31 PM.pngScreenshot 2023-04-23 at 5.10.34 PM.png

Here in Name select your table name and in role add your end user role.

 

Also, via script you can put further restrictions by just allowing them to edit records created by them or where they are added in the watch list.

 

Hope this helps.

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