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)

[Abhineet Singh]

Hi JC,

You can create a Write ACL for Additional Comments (comments) & allow watch list users to post additional comments.

[JC S_]

How do we exactly do this?

[Dante Ditan]

Hi JC,

first you need to have the security_admin role.

If you already have click your profile on the top and click elevate roles:

After that check check the security_admin into the popup and click ok:

and go to incident -> right click the header -> tables -> on the bottom create new ACL:

Please let me know if this will work.

[JC S_]

Hi Dante,

Thanks for this. However, the comment box on Service Portal did not show even after I added the ACL. Perhaps there are other ACLs preventing this? or something in the Ticket Conversations widget is preventing it. Did this ACL worked on your instance?