Viewable Work Notes in Tasks for non ITIL users

[paul_roberts]

Hi All,

I'm looking for a little guidance - i hope you can help

We have a 3rd Party who handle some of our Hardware Service Requests.   They just have a basic view where they are able to see Tasks assigned to them.   They have just the one custom built Role applied and no ITIL Role.

This has worked well but a requirement has come up where they are going to need to be able to see Work Notes added to Tasks as they currently can't see them.

I'm looking at the Access Controls located in Tables >> Task >> Access Controls

And their Role is applied to the Read Operation for task.comments_and_work_notes, task.work_notes & task.work_notes_list

But they are still unable to see the work notes.

Is there anywhere else I need to look for this to be viewable for them?

Thanks

Paul

[Mike Allen]

Your in Eureka, so it will look like this:

[paul_roberts]

Thanks Mike,

I'm on my own admin profile and cannot get the Personalise Activities to show.   When I right click I only get the Web Browsers Right Click Menu (Back / Forward / Reload etc).

It does have a small >> to expand out some filters

Which when expanded look like this

Apologies if i wasn't clear in my initial post but other user groups who work with the tasks can see the Work Notes and Additional Comments fine (They use ITIL Role).

These appear below the Additional Comments Field :-

It's Just our 3rd Party without the ITIL role who can't see them.   I'm hoping there's a way to let them see without the ITIL Role.  

Hope this clarifies and I really Appreciate the help so far.

Thanks

Paul

[Mike Allen]

It is strange, I was able to affect change by adding a user role to the task.work_notes read ACL.   Try removing all roles from that ACL, see what is affected, then add roles back one at a time.

[kamleshprasad]

Hi Paul,

You have added roles to Task table but there might be case additional Access control exists in the derived table (Service Request Table) on work notes field that would overwrite it. If it exists, you may modify the ACL of derived table of work notes Read Operation by adding specific role 3rd Party users have whom you would like to have access.

Thanks

[paul_roberts · Accepted solution]

Thanks for the help guys - i've figured it out.

There was a Read Property ACL listed called Task.   I've added their Role to that and the Work Notes are now showing!

Thanks

Paul