How do I prevent users replying to a closed requested item or incidents in service portal designer?

[lisawhimperley]

How do I prevent users replying to a closed requested item in service portal designer?

I have configured the portal to show the completed request items/ incidents for the users. When they click on the link they can see the ticket but it allows for them to respond after it has been changed to closed complete/ incomplete etc. 

Is there anyway to remove the comment field?

Thanks, 

Lisa

[Allen Andreas]

Hi,

This was achieved by creating a write ACL for the table sc_req_item with additional comments chosen and a condition of:

State is not one of Closed Complete, Closed Incomplete, Closed skipped.

I only removed the admin override so I could test without impersonating. But you can leave that on.

End product:

[lisawhimperley]

Thanks for your reply, this hasnt quite worked for me. In the portal it is showing the request and not the request item so all the communications are showing on the wrong level. 

I have changes both the request and the items state to closed complete and I am still able to send comments as a user?

Thanks,

Lisa

[lisawhimperley]

Would you be able to help me any further please?

[Allen Andreas]

Hi,

The REQ shows (for example under "Requests" in the header bar), but when the user clicks the item within the REQ, it takes them to the RITM.

If you want to prevent users from adding comments AFTER it's been Closed, then you'd need to create a write ACL for the sc_req_item table using the above screenshot settings.

I'm not understanding what you mean by the portal is showing the request and not the item (like you'll need to explain what you mean and how you got there). Also show your ACL where you said you listed the closed complete condition on the write ACL).

Thanks!