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?

[Anastasia Ty-Ch]

Hi Sir @Ankur Bawiskar , like this?

[Dominik Simunek]

Technically, you will also need "table-level ACL" as snc_internal lacks write to sc_task table. That is why "field-level ACL" is not enough. If you create it, make sure to add condition that end users are allowed to comment only Catalog Tasks related to their requests and not all.

But I would try to discourage you from this customization in the first place. Why do you need this? ServiceNow design request fulfillment on purpose in a way that REQ and RITM are the records that are visible to end users and used for communication. Catalog tasks are supposed to be hidden for end users as they are used for internal fulfillment steps. There might be more teams involved, more tasks or even none (for fully automated catalog items). If you make Catalog Tasks visible to requesters on portal, you lose this separation/layers. Also it increases complexity for end user, how do I know where to put my comment? RITM or Catalog Task? Do I see full history somewhere in one place, or do I need to open RITM and Catalog Tasks?

Best regards,

Dominik

[Anastasia Ty-Ch]

Hi Sir @Dominik Simunek, Apologies for the late response as I was out on sick leave.

can you teach me how to create a table level ACL? we really need this functionality to be completed as soon as possible.

The reason why we want this customization is because we want our user to contact the Assigned To User working on their SCTASK. The Catalog Task is already visible on our portal as part of the customization. So we want to have this functionality as well.