How to make additional comments and attachment visible to an end user on the portal, if the ticket is raised by fulfiller ?

[Ujjwala1]

Hi All,

We have one ticket as such where an end user unable to upload attachment as well as add additional comments ,

What can be done fir this?

Thanks in advance!

Ujjwala 

[Aniket Sawant2 · Accepted solution]

Hi,

https://community.servicenow.com/community?id=community_question&sys_id=3ae4472ddbd8dbc01dcaf3231f961979

Please go through the above link.

[Dan O Connor]

How does the fulfiller open the ticket on behalf of the user? There is OOB ACL's and permissions that govern access to additional comments and attachments. 

Fulfillers should make sure they populate the caller field with the user. There is other OOB fields (created by, opened by) that will capture the record was created by the agent.

Don't think you should have to amend with any security settings, if the agents are creating the tickets correctly. Although this all assumes you are using OOB fields like caller. 

[Aniket Sawant2]

Hi

please mark this answer as correct as well

[Aniket Sawant2]

Thank you