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 

[sajampan]

HI @Tanushree Maiti ,
Thank you for your prompt reply. After applying ACLs, it is functioning for incident cases, meaning that watchlist users can update and add attachments to the incident and are able to view previous comments within the incident. However, in the case of requests, watchlist users can update comments but are unable to see other comments in the request. Could you please assist me with this matter? Kindly refer to the images below.

[Tanushree Maiti]

Hi @sajampan 

To allow watchlist users on a Requested Item (sc_req_item) to both add and view comments, administrators must adjust both the Read and Write ACLs for the comments field.

By default, the RITM Read ACL restricts access to specific users, blocking others on the watchlist from viewing comment history.

• Navigate to: System Security > Access Control (ACL).
• Find the Read ACL for sc_req_item where the field is comments.

if (current.watch_list.indexOf(gs.getUserID()) > -1 || current.requested_for == gs.getUserID() || current.opened_by == gs.getUserID()) {

    answer = true;

} else {

    answer = false;

}

[sajampan]

Hi @Tanushree Maiti ,
Issue  with watchlist users cannot be able to update the comments in requests in hepZone.Please check previous attached screenshots.