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!

[Wybren1]

Nevermind got it with the dot hop function within the ACL.
sc_req_item > additional comment

condition:
request.requested_for = javascript:gs.getUserID()
opened_by = javascript:gs.getUserID()

Do not forget the make another one for the 'itil' user!

[Marc43]

I am not able to get to Request.Requested for a condition. Could you explain how you were able to get that included?

[tobyspringall]

Agree, I also was not able to get the Request.Reqested for - condition.

On Kingston version.

Regards,

Toby

[tobyspringall]

Hi There Wybren,

Thanks for this.

I have applied to this same concept to our system and yes, now the non-itil users can add comments via the service portal.

However, what we have now found, is that ITIL users only have the "Work Notes" (whereas before and if I turn off this new ACL I Created, they have the option for both Customer Visible and Work Notes) option when viewing the requested items in default view in the ServiceNow platform (so not viewing in the Portal).

Any ideas on why this may be the case and how we can go about fixing this?

Thanks

Toby

[Wybren1]

Hi Toby,

Sorry for the late response.
Seems like you've changed the ACL incorrectly, since now the ITIL users cannot edit 'comments'.

I've created two ACL's for requested items:
1) Requested item > Additional comment
required role: ITIL

2) Requested item > Additional comment
Condition:
Request (Show related fields) Request > Requested for = javascript:gs.getUserID()
*Seen in the given screenshot

This works for me in Kingston

- Wybren