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!

[Sumanth16]

Hi Daniel,

Have you fixed this issue ,right now i am getting same thing for end users in service portal

[daniellethomson]

This was a year ago but I believed I created an ACL for write access to sc_req_item > additional comments,

[tobyspringall]

I did the same.

I created an ACL - sc_req_items.comments

and applied the snc_internal role to this ACL rule only.

This has allowed our users to comment on the Comments field in our Service Portal.

[Mario25]

Same issue here.  

Created ACL as suggested and still unable to see the additional comments when impersonating.

Tried javascript and dynamic conditions with same results:

No issues with the requested for seeing the additional comments.

Even created one that referenced the 'Request.Opened by', with same results.

[Wybren1]

You need to add two ACL's

One for the read and one for the write.
The activity widget only shows when the user has read access.

The read ACL:

Will make the activity visible


The write ACL

This will make this bar visible with the portal, BUT you must have the READ permission.

Hope it helps.