non-itil users are not able to read the Ticket Conversation comments widget on Service Portal Incidents

[RW-43]

We've recently noticed that users without itil access are no longer able to view the details in the 'Ticket Conversation comments' widget on their Incidents on the Service Portal.

Without the itil role users are seeing the message "No readable comment field"

Version history on the widget shows it hasn't been altered in years.

Any suggestions on what may have caused this, or where we could look for further information, would be appreciated .

Thanks,

R

[Jan Cernocky · Accepted solution]

Can they access the record in the backend? It sounds to me more like ACL issue, have a look at the ACL records for incidents. There is a read rule for the user when they are set as caller or opened by

[RW-43]

Hi Jan

You're right, it was an ACL issue. A separate ACL had been added, restricting access to the comments field. I was able to correct the issue by adding another field ACL with the same conditions highlighted above.

Thanks!

R