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

madhuri15
Tera Contributor

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

 

10 REPLIES 10

Allen Andreas
Administrator
Administrator

Hello,

Can you please share what you've tried?

Thanks


Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

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.
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Hi Madhuri, This looks fine. But There might be another write ACL for sc_req_item.comments which is allowing to write. Regards, Sachin

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