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!

[Mario25]

Hello @Wybren , 

I thought this was it and was ecstatic.  Alas, the same result occurs when adding the read ACL.  I reviewed over and over and its the same configuration that you pictured with some added Or's for the request.

[Wybren1]

Check other ACL's, maybe it's getting overruled by other ACLs.
For example on the task table or anything.

You can always debug ACL's, but that's not really an option within the service portal. So this should be in the native UI.

They can be a pain sometimes.

[JFHallee]

Hi, 

We found out recently that when the state of the RITM is on hold, the customer isnt able to comment anymore. We still dont understand why, but we're investigating. 

[Paul D1]

Hi @JFHallee  

If you're using the Paris "Standard Ticket configuration", it seems the OOTB settings for the Activity and Attachments tab are set to hide when the RITM is in Pending state (Visible when state!=-5^EQ)

/nav_to.do?uri=%2Fticket_configuration.do%3Fsys_id%3D6752a2a387f10010e0ef0cf888cb0b76%26sysparm_record_target%3Dticket_configuration%26sysparm_record_row%3D2%26sysparm_record_rows%3D3%26sysparm_record_list%3Dactive%3Dtrue

Am not sure what the reasoning is behind that yet but the conditions here can be removed so that those tabs can be shown for all states and comments can once again be added.