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!

[Salah2]

Hi Yyousse, 

Am having the same issue, and i was trying to implement your suggestion.

When you say "( or advanced where approver is gs.user() )" ?  Where exactly do i include the gs.user()?  

forgive, am new to SN.  Thanks for your help.  

[utente]

Hi All,

I have the same problem.

If the user have itil role, he can comment the RITM by Service Portal otherwise no...

the problem is present only in the Service Portal, if I use the normal ServiceNow page is working correctly ...

Someone have a solution ?

Best Regards

Vincenzo

[gdd]

First, i would like to understand, how you are adding the comments on normal ritm self service view for ess user

second, if ACL is restricting the field then end user should not have access to the field in all areas

for the above problem, what we could do is overrid the ACL on task table on the RITM, and give access to everyone, it would work then.

[arturs_kucans]

adding ACL for task.comments for me does not make comments area with "Send" button visible in portal for requests as you can see   on screenshot in first post.

[gdd]

on task.comments it should not have any roles specified in the ACL as updated by vincenzo.basile@live.it it should work i tried it on my dev instance