Trying to allow users to write customer comments on enhancement tickets

[alexbones]

I am looking to allow all users with itil to read enhancement requests and be able to update the customer comments.

What I have done so far

-created a module in self service called "My Enhancements" to allow users to view enhancements that they have opened.

-created an ACL on rm_enhancement to allow users with itil role to view enhancements.

the issue I am running into is to get users with itil role to be able to update the customer comments on the record. I have created a write ACL on rm_enhancement.comments with itil role, but that doesn't appear to work. When testing there is no text box to allow users to write in that field or be able to update the ticket. I have tried several other ACL variations and even tried to allow users to write to rm_enhancement.* and everything is still read only.

[Tim75 · Accepted solution]

Hi Alex

Can they write to any other field on the Enhancement table?   Have you tried debugging the security rules?   To be given access to a field on a table you need both field and row level access rules to return true.   Could be the row level rule that is denying write access.

Thanks

Tim

[alexbones]

Thanks! That was the issue, there was only field level access.

[Pradeep Sharma]

Hi Alex,

Please turn on the ACL debugger i.e "Debug security rules" and then check what is the exact ACL preventing the access.

Please let me know if you have any questions.