End users cannot add comments to RITM in Service Portal

[daniellethomson]

End users cannot add additional comments to RITM in the Service Portal like they can to an Incident ticket. Anyone know how to fix this? I confirmed this is working from end users via the Self Service view through the Service Catalog. I also confirmed that there is a ACL for additional comments on the requested_item table. This didn't resolve the issue.

Thanks for the help!

[arielgritti]

Hi All,

I did try this configuration, but didn't work for me:

There is an ACL in the sc_req_item, operation write, with this conditions: request.requested_for is javascript:gs.getUserID()

There is an ACL in the sc_req, operation write, with this conditions: requested_for is javascript:gs.getUserID()

Login to the SP with the user 18187.norol (user without roles).

I create an REQ.

When I see the REQ created, the pages don't allow me to write comments

In the system, the REQ and the REQITM have the column "requested for" equals to "18187.norol"

I'll must change anything more in service portal? widget?

[Marques2]

We are thinking something in the widget needs to be modified in order to write comments. We are now able to see the comments field on the RITM through Service Portal for non-licensed user, however, when we click the button to add the comment, nothing happens.

[daniellethomson]

Marques,

Have you opened a ticket with HI on this?

[Marques2]

Hi Danielle,

I have not but I am more than happy to do that

-Marques

[yyoussef]

Hello Marques,

Not sure if you were able to solve this issue, or still facing it.

but we have faced the same issue at the level of the approval record of a requested item.

When giving the end users (with no roles) apporval actions they were not able to submit the comments.

we have updated the the ACLs as suggested earlier in this thread as follows:

sc_req_item ---- write --- No roles (or advanced where approver is gs.user() )

sc_req_item.comments --- write -- no roles  ( or advanced where approver is gs.user() )

And then when the user submits the comments nothing happens.

But when debugging the security rules we have found that the Read ACLs were the blocking points

you have to add 2 new ACLs as follows:

sc_req_item --- read --- no roles ( or advanced where approver is gs.user() )

sc_req_item.comments --- read --- no roles ( or advanced where approver is gs.user() )

To be able to retrieve if the the user is approver of the Requested items here is the script to add in the advanced section:

var app = new GlideRecord("sysapproval_approver");
app.addQuery("sysapproval", current.sys_id);
app.query();
while (app.next()) {
if (isApprovalMine(app))
answer= true;
}