How to enable watchlist users in service portal to update the comments in incidents/Requests

[sajampan]

How to enable the watchlist users (even not having any roles) in service portal to update the comments in incidents/requests

[Tanushree Maiti]

Hi @sajampan 

Step1 : Create/Update Field-Level Write ACLs

1. Go to System Security > Access Control (ACL) in your ServiceNow instance.
2. Search for and open the Write ACL for the Additional comments field on the Incident table (incident.comments) and Request Item table (sc_req_item.comments).
3. Add the snc_internal role to the Requires role list so that portal users pass validation.
4. Under the Condition section, set the condition to verify the user is on the Watchlist: Watch list contains javascript:gs.getUserID().
5.  

Step 2: Grant Table-Level Write Access (If Necessary)

If the users still cannot submit comments after step 1, you may also need to grant them table-level write access:

1. Create a Write ACL on the incident and sc_req_item tables.
2. Add the snc_internal role and set a condition so it only applies if the user is a Watchlist member: Watch list contains javascript:gs.getUserID()

Note:

• Ensure your Read ACLs for the incident and sc_req_item tables also allow access for users with the snc_internal role when their names are on the Watchlist.
• Modify the List Filter on Service Portal widgets (like "My Open Incidents") to include watch-listed tickets

Refer : https://www.servicenow.com/community/itsm-forum/how-to-allow-users-on-watch-list-to-post-additional-...

KB0760364 How to add "My Watch List" incidents on home page of service portal