Hide work notes in sc_req_item in service portal

Nageshwari P
Tera Contributor

‎09-22-2022 02:28 AM

Work Notes on RITM should be not visible for ITIL users and the end user.  But we have an issue where the work notes on the service portal is visible for ITIL users. Basically Work notes shouldn't be visible to end users. But in case of sc_task work notes are not visible for ITIL users also. How can we apply it to sc_req_item?

 

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Brian Lancaster
Tera Sage

‎09-22-2022 11:29 AM

ACLs are what control what shows the work notes and comments on the Service Portal. Since and ITIL user has access to see work notes they will be able to see them on the Service Portal. I'm not sure there is an easy way to hide the work notes from ITIL users. You could possibly try to disable the out of the box ACL for read access and replace it with one that uses the requested for to now allow read access.