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)

[manish123]

Hi All,

I have a requirement in Service Portal for an Incident. we know that in SP additional comment field is displaying to add comment in the current incident. However, our requirement is to show additional comments in Service Portal which are added by the caller of the Incident only.

Could anyone of you please let me know how do I place this filter with data.stream.journal_fields. Any help is much appreciated.

[Kevin Deeb]

You can forward any files attached to the record, send other files, add comments, and include a bookmark link. By default, the Work notes field can be updated only by users with the itil role, whereas the Additional comments field can be updated by any users.