Requesters can see the Internal work notes for Incidents

mohammedelbesha
Kilo Explorer

‎05-22-2018 10:20 PM

Hi All:

Work notes are visible for the requesters in incident on Service Portal page. When I add a work note it will be visible for the requester and can see it. When I asked they said that this problem will be fixed when you upgrade your instance from Istanbul to Jakarta version. I upgraded my instance to King Stone but the problem still there. I also create an ACL for reading the work notes and used the following code:

gs.getUser().hasRole('itil') || current.watch_list.indexOf(gs.getUserID()) > -1;

So please can anyone of you help me in this issue to fix it.

Thanks.

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Gurpreet07
Mega Sage

‎05-22-2018 10:26 PM

check if there's any other acl providing the access. Turn on security debugger to troubleshoot the issue.

https://docs.servicenow.com/bundle/helsinki-platform-administration/page/administer/contextual-security/concept/c_AccessControlRulesDebug.html

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