How to allow snc_internal users who are on a ticket Watchlists to comment in Service Portal?

AbdurRahmanSnow · ‎02-04-2025

Good evening.
How to allow snc_internal users who are on a ticket Watchlists to comment on Additional comments in Service Portal? Which Role should I give them? ITIL ?
These users do not have any other role, apart from snc_internal.
I am not sure. Please tell. Screenshot below.

AbdurRahmanSnow · ‎02-04-2025

Resolved: Instead of giving ITIL role to snc_internal users (as this will have a financial impact), therefore I resolved the issue with ACLs.

Got the solution with the below link:
Solved: How to allow users on watch list to post additiona... - Page 3 - ServiceNow Community

Just add snc_internal role to all my 4 custom ACLs and remaining was the same from above link.
First you need to give Read access and then Write access at table level and Field level. (Screenshot attached below)

1) table.None (Read operation) - Just added snc_internal role and no conditions.
2) table.None (Write operation) - Just added snc_internal role and 1 watchlist and 2 state field conditions.

3) table.Additonal comments (Read operation) - Just added snc_internal role and 1 watchlist field condition.
4) table.Additonal comments (Write operation) - Just added snc_internal role and 1 watchlist field condition.

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Ankur Bawiskar · ‎02-04-2025

@AbdurRahmanSnow

I believe I mentioned the same to you to use ACLs for those fields READ and WRITE.

I could see you marked your own response as correct.
If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

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Robbie · ‎02-05-2025

Hi @AbdurRahmanSnow,

A little guidance on "interactions" with records. You'll sometimes hear the phrase of "Request and Fulfiller model". This essentially refers to who can, and importantly who is licensed to, "write" on records.

Typically, the "Requester" or the person creating the record regardless of any role can create a record and add comments to that record through it's lifecycle.

The "Fulfiller" aspect refers to who can edit, update and add further comments once a record is created. Typically, this is where the license comes in and whether the update/comment added is to manage or fulfil the record and if it's by the same person who created the record.

The next factor is the module you're using... for example, CSM (Customer Service Management) vs the Incident module may also come into play as to who requires a license in order to add comments and importantly if they work inside your org or if they are customers (people outside your org) related to the person who raised the ticket.

As you can see, it starts to get a little 'involved', but it's something to note when you change some of these ACL's.

I can see from your screen shot it looks like this is for a custom table (Please confirm) - this could also come into play.

Essentially, the point I'm trying to relay is make sure you've checked with your sys admin and/or SN account manager to make sure your in the bounds of the licensing.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.

  Thanks, Robbie

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Dr Atul G- LNG · ‎02-04-2025

ITIL user can add comments or if you want to go module level, give incident_write role and check.

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AbdurRahmanSnow · ‎02-04-2025

Thank you so much, Sir.

Robbie · ‎02-04-2025

Hi @AbdurRahmanSnow,

Point to note, if you start to adding roles to users, this could (and most likely) have a financial impact to the instance.

ACL solution would be the way to go here.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.

  Thanks, Robbie

AbdurRahmanSnow · ‎02-04-2025

Hi @Robbie. Thank you so much for this information.
Will you please tell how should I create an ACL? What conditions should I mention there for snc_internal role?