When a RITM is pending, the requestor cannot comment or see comments

[Jon Collins2]

Hi Folks, as the subject says, specifically, when a RITM state is set to "pending", the requestor cannot comment or see comments. Based on testing in my PDI also, I've found that this is OOTB functionality, at least when using the Employee Center as the portal. 

Can anyone explain to me why this would be the case? What is the rationale behind this functionality?

Thanks in advance. 

[Mike_R · Accepted solution]

No idea of the rational. And it actually don't make must sense.

But anyway, you can easily remove this condition in the Standard ticket tab configurations. I would recommend removing if this logic doesn't make sense for your organization.

instanceName.service-now.com/nav_to.do?uri=ticket_configuration.do?sys_id=6752a2a387f10010e0ef0cf888cb0b76

[Jon Collins2]

Thanks @Mike_R!