How to allow NON-ITIL Users to post Additional Comments on SCTASK tickets via Portal?

[Anastasia Ty-Ch]

hi guys!

We created this widget in portal to display all the SCTASK for each user so they will have visibility on their tickets.
However, only ITIL user have the ability to post Additional Comments on the SCTASK tickets.

How can we enable the same functionality to NON-ITIL users?

[Natan F Rosa]

Hi @Anastasia Ty-Ch 
I believe you will need to configure the writing ACL for the table or the additional comments field.

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Tks
Natan Felipe

[Anastasia Ty-Ch]

Hi @Natan F Rosa , can you show me how to do it please?

[Ankur Bawiskar]

@Anastasia Ty-Ch 

what do you mean by non-itil users? are those users with snc_internal role?

If yes then you will require 2 field level ACLs and ensure you give correct role to it i.e. snc_internal

1) SC Task.Comments READ

2) SC Task.Comments WRITE

Something like this

1) Read

2) Write

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Anastasia Ty-Ch]

Hi @Ankur Bawiskar, yes, you are correct. Non-ITIL user are those users with snc_internal role.
This solution you provided, this is specific on the portal only, right? because we don't allow our Non-ITIL users to have visibility on the back-end.