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!

[gdd]

yes, the proper solution would be to put ACL only on the required table and putting created by person is logged in person

[utente]

Hi All,

I have created this ACL in the system,

now the problem seems resolved ...

Best Regards

Vincenzo

[baileyd]

This worked for me.   I hd no luck modifying ACL's on the ticket table for comments, I had to add a new ACL on the task table

[arturs_kucans]

Having same problem.

Any updates on this topic?

[Wybren1]

The thing is that for incident there is an ACL with write on 'comments' (additional comment)

For requested item this is not the case,

What makes it even worse is the 'caller_id' = incident and for 'request.requested_for' = requested items.
But this is a parent item which you cannot use within an ACL.

I will post an update if I get a decent solution