few users not able to see work notes for incident and sc_task

[nandini29]

Hi all,

Few users not able see work notes for incident and sctask is this a role related issue, those users have only read-only itil but they are managers

please suggest

[GlideFather]

Hi @nandini29,

additional comments are visible for both sides - agents and end users.

work notes - for agents only.

plus there might be some extra ACLs or onload restrictions..

who are the users who cannot see it?

you can use the Access Analyser to see what tables - fields etc is visible or not any why:

[nandini29]

They are managers but having only base-itil role

[mayankkumar]

Hi @nandini29.,
Check OOB ACL's
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Please mark my response helpful and accept as solution
Thanks & Regards
Mayank

[nandini29]

There is an ACL, but I have provided role(sn_request_read) mentioned in that ACL still it is not working