How to hide additional Comments on sc_req_item and sc_request ticket for ITIL users on Service Portal?

madhuri15
Tera Contributor

‎04-01-2020 10:06 AM

I want to hide additional comments field on Service portal for ITIL users once the record is closed or inactive,. I want to hide additional comments on sc_req_item, sc_request. I tried with ACLs several ways. But no luck. Can anyone assist me on this

 

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Allen Andreas
Administrator
Administrator

‎04-01-2020 10:16 AM

Hello,

Can you please share what you've tried?

Thanks


Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
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madhuri15
Tera Contributor
In response to Allen Andreas

‎04-01-2020 11:09 AM

we have 2 write acls for sc_req_item.comments,

1 have updated one ACL which contains requires roles as ITIL, Catalog.
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Later I impersonated with one user who is having ITIL role , but still he is able to view comments.
find_real_file.png

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Inactive_Us1931
Giga Expert
In response to madhuri15

‎04-01-2020 07:42 PM

Hi Madhuri, This looks fine. But There might be another write ACL for sc_req_item.comments which is allowing to write. Regards, Sachin
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madhuri15
Tera Contributor
In response to Inactive_Us1931

‎04-01-2020 11:33 PM

I have tried modifying another Write ACL,by inactivating the previous one but still it is not working

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