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!

[utente]

my e-mail is v.basile@reply.it

the other user vincenzo.basile@live is my personal e-mail, I don't use it in the Community, so, I have changed the name in Utente.

[utente]

Hi Arturs,

depend of the number of ACL active in your systems.

You can will use the Debug System for understand where are the other ACL that block you.

Regards

Vincenzo

[arturs_kucans]

hi Vincenzo

Thanks for reply, I confirm it is because of ACL.

and I added write ACL on sc_request table and Comment window appeared in portal for Request.

But my current problem is that adding write ACL for specific column in this case

sc_request.comments   (Additional comments) write ACL somehow is not good enough for comments window to appear in Portal

But it works for me when added ACL withoug specifing exact column

write sc_request and in column list box select None

Now it is possibe to write comments but access given to users is to high.

Any ideas how to write correct ACL giving permission to only one column and keep functionality working in Portal?

[utente]

Hi Arturs,

If you want allow the user to write only one column, you need to write an ACL related to only one column.

If you write an ACL relate to all table, you allow the users to access to all table (if there are not specific ACL related the specific column)

furthermore you can use ACL about table (select -none- after the table name), all   field (select *), or specific field (select the name of filed)

But rememebr when you modify the ACL, you need to check the contract information, becasue in the ACL you have the possibility to allow all user to became fullfiller.

If you want here a link about the ACL, here you can find the priority information ( I think is more clear the picture in the chapter 4.1   )

http://wiki.servicenow.com/index.php?title=Using_Access_Control_Rules#gsc.tab=0

Regards

Vincenzo

[utente]

Hi Girish,

I have add a new rule to the ACL list about task, because the requester user couldn't wrote a comment in her tickets.

I have think to add the role at the Task, becasue I have thinked that the user could comment all her tickets (also RITM)

But I agree with you that the solution work also if you active the ACL only for RITM table.

Regards

Vincenzo