Work notes access to the only particular groups

[B Ashok]

Hello Team, 

We would like to provide work notes access to only particular groups. 

Ex :

"IT Service Desk' should have access to add works notes to the other groups tickets which are only assgined to a  "IAM Team" and "VM Team" assignment group, other than this they should not have option to add work notes to any other tickets. (their own tickets should have access to add work notes that is expected behaviour, no changes to that)

Summary : Ability to add works notes to the other group tickets for few groups.  

Thanks

[Ankur Bawiskar]

@B Ashok 

you can create field level WRITE ACL and check in condition

Group [IS ONE OF] IAM Team,VM Team,IT Service Desk

If my response helped please mark it correct and close the thread so that it benefits future readers.

[NagaChandaE]

Hi @B Ashok 

I have doubt it service desk should write work notes for iam team,vm team,it service desk team incidents only and not for others groups that fine.

if any person have itil role but not in it service desk team they should have access to write work notes or not.

[Mark Manders]

ACLs are the way to go here but first go back to whomever asked you this and challenge the requirement. Work notes aren't customer visible and can be used to quickly ask for an update if a caller calls the ServiceDesk and says the ticket has been open too long. If you remove that option, you run the risk of the ServiceDesk asking it in the comments, which are customer visible.