watch list users should be able to update the comments in incidents and RITM's irrespective of roles

[vallusri]

watch list users should be able to update the comments in incidents and RITM's irrespective of roles. I have tried

 in PDI by writing new ACL. But it is not working. Could you please help me how to write ACL. Thanks in advance.

[Tanushree Maiti]

Hi @vallusri 

Try this one..you need to create total 4 ACL.

1. Create a Write ACL (Table level ACL) on the specific table without specifying a field

• Operation: write
• Name: incident and sc_req_item  ( 2 write ACL , you will create)
• Condition: None  //you mention your condition
• Requires Role: snc_internal

1. Create a Write ACL (Field level) for the Additional comments field

• Operation: write
• Name: incident.comments and sc_req_item.comments ( 2 write ACL , you will create)
• Script:

answer = checkWatchList();

function checkWatchList() {

        if (current.watch_list.indexOf(gs.getUserID()) > -1)

    {

        return true;

    }

    return false;

}

[PoonkodiS]

Hi @vallusri 

In ACL,

Type : record

operation : write

table :incident

field :Additional comments

Check the Advanced box.

In the Script field,

if (current.watch_list.indexOf(gs.getUserID()) > -1 || current.caller_id == gs.getUserID() || current.opened_by == gs.getUserID()) {
answer = true;
} else {
answer = false;
}

For RITM,

Replace the table name with : sc_req_item

if (current.watch_list.indexOf(gs.getUserID()) > -1 || current.requested_for == gs.getUserID() || current.opened_by == gs.getUserID()) {
answer = true;
} else {
answer = false;
}

Refer :End users are unable to write comments on RITMs for Requests created for someone else - Suppo...

[Ankur Bawiskar]

@vallusri 

you didn't share ACL screenshots you created

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[vallusri]

Hi @Ankur Bawiskar 
i was created below two ACL's to enable the functionality like watchlist user can be view/update the comments in requests  in service portal.
But issue here is watchlist user can only view the RITM but cannot update the comments.Could you please assist me here.