How to allow users on watch list to post additional comments on incidents

[JC S_]

We have the following requirement with regards to users on watch list for incident tickets:

1. Allow those in the Watch List of an incident ticket to be able to leave additional comments on Service Portal.
2. Users in Watch list should not be able to change anything in the ticket other than leave additional comments.

Currently they can view the existing comments but they can't write a comment on it. How can we implement this? Take note that we are only allowing our end users to access tickets on the Service Portal.

SOLUTION:

Thanks to Dante and Ricardo, I was able to successfully allow those in Watch List to be able to add additional comments (including in the Service Portal)

1) Table level (ACL where the field is not specified. --None--) 

2) Field level ACL rule (Field is specified)

[Ricardo Velez · Accepted solution]

Hello JC,

For a user to be granted access to any read/write operation, they must pass 2 ACL's

1) Table level (ACL where the field is not specified. --None--) 

2) Field level ACL rule (Field is specified such as the one mentioned above)

The ACL you created is a Field level ACL rule, which will allow your user to write to that field but only if he has access to writing to the table overall. 

Hope this helps!!

Best regards,
Ricardo Velez | Senior Technical Support Engineer
ServiceNow | The Enterprise Cloud Company

[JC S_]

Hi Ricardo,

Just want to clarify what will happen on the table level ACL we added, will they be able to write on that table and any of its fields? Need to make sure we don't make unwanted/unexpected changes in the system.

[Ricardo Velez]

Hello JC,

They need to be able to write to the records in order to modify the column. However, when granting table level access, it is very common to see other fields become unlocked. This is due to your user being able to pass other field level ACL's in your table. You will have to restrict those fields accordingly in order to ensure he can only write to the desired field. 

[khadija3]

Hello,

As far as I know ESS users can only update their own tickets so updating the ACL is against the licensing, those users are considered fulfillers not requesters.

[Palash_Sarkar]

Hi @JC S_ This is a very old post, but I think the problem has been resolved.

Recently, I heard something similar from a customer and I found this question when searching in the community, it resolved the issue up to ACL, but the incidents for watchlist users were not showing up in the service portal, so I added a new widget and set it up like in the screen capture below. I would like to share the information with anyone who is aiming for the same thing.