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

[madhuri15]

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

[Inactive_Us1931]

Hi Madhuri,

I think you may need to add condition if(gs.getUser().hasrole('itil')&current.state!=7 ) in script section of corresponding Write ACL "sc_req_item.work_notes".  (I think Activity field in portal updates the worknotes of Request/RITM)

Please mark it helpful/correct, if it helps you in anyway.

Thanks,

Sachin

[Jaspal Singh]

Hi Madhuri,

As Allen advised it would be more easier for troubleshooting if you kindly help with the ACL that you have tried of as it is the most efficient way of hiding comments or any other field.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

[Gurpreet07]

Hi Madhuri,

You cannot inactivate another ACL. Its there for a purpose. Its providing access to the user to comment on his own tickets. You can modify that to return false when state is closed.

[madhuri15]

Thanks for the reply Gurpreet . I have tried this. But it is not working for service portal

[MWright1]

Hi @madhuri15 ,  were you able to find a solution to this?  I am having the same issue.  Thanks.