Additional Comments request item

[Brendan Hallida]

Hi all,

I have found something quirky.

Essentially, ESS users cannot see the additional comments journal entry field in Request Items.

Before we begin, I have seen the following two threads:

Additional Comments - Request Item

Additional Comment and Activity is not visible

I have configured the layout for the self service view, and added additional comments, and I can see them as an admin and ITIL user.

However when logged in as an ess user, I cannot see the additional comments journal entry field.

Is there a permission setting that I need to enable?

Thanks In Advance!

Brendan

[Pradeep Sharma · Accepted solution]

Hi Brendan,

Can you please make sure you have WRITE ACL on requested item table on field additional comment. If not can you please create the one. Refer below screenshot for reference.

Reference :

Using Access Control Rules - ServiceNow Wiki

[Brendan Hallida]

Thanks for your reply Pradeep.

I do not have that ACL, however when I try to create it, I cannot select sc_req_item.comments.

I looked on the wiki link you provided, and under name it said the following:

Note: The list shows only objects that meet the scope protections for ACL rules (starting with the Fuji release).

Also, what should I put in for Requires Role?   snc_internal?

Cheers,

Brendan

[Pradeep Sharma]

Hi Brendan,

You have to select requested item under name search and in the drop down where you see "None", there you have to select additional comments.

Role will be defaulted to snc_internal.

Please let me know if you have any questions.

[Pradeep Sharma]

Oops forgot to attach screenshot.