Is it Recommended to give access to endusers to "Edit or Delete" added Additional comments on RITM?

[sattar3]

Hello All,

We got a requirement from customer- Please give access to end-users to edit or delete their Additional comments in RITM. Is it recommended? if yes how we can give access and what are the steps needs to be taken.

Please check the attached screenshot. Need to give edit or delete option for Additional comments.

Please help me on this.

@Ankur Bawiskar @Community Alums @Mark Roethof @Ravi Gaurav @Amit Gujarathi 

Thanks,

Sattar

[Ankur Bawiskar]

@sattar3 

end users can add comments

are they not allowed to do so now?

[Dr Atul G- LNG]

Hi @sattar3 

Practically no. End user, can add the comments only, and giving them delete or edit access not recommend, also it is like changing the audit trail.

[Community Alums]

Hi @sattar3 ,

End Users has access to add comments anyways!!

About deleting the comment, not really, as End Users cannot delete the comments and not advisable to provide access to them, if you still want to proceed , then please follow this doc :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0520375

[sattar3]

Hi @Community Alums is it possible to create options in portal like edit/delete?

If the enduser who created the ticket will only have access to edit or delete the additional comment of the RITM via any scripts?

The options will show right side of the Additional Comments, is this possible. End-users won't have access to sys_audit or sys_history_set to delete the comment based on sys_id of the ritm.

Please let me know if you have any idea on this.

Thanks,

Sattar