question Additional Comments (Customer Visible) on the approval record in Developer forum

Additional Comments (Customer Visible) on the approval record

Cupcake — Mon, 16 Jul 2018 16:09:29 GMT

There is a field called Additional Comments (Customer Visible) that is on the approval record for an itil user, but not for an ESS user. I need to be able to add that field for an ESS User.

So I did the following:

1. Modified the task.comments acl and removed the "itil" role and the "task.editor" role, but that did not resolve the issue.

2. Created an ACL on the sysapproval.approver table and added the comments with write access but still that did not add the field to the approval record.

Does anyone know how I can get this field added on the approval record.

Please advise.

Karen

Re: Additional Comments (Customer Visible) on the approval record

Allen Andreas — Mon, 16 Jul 2018 16:33:19 GMT

Hi,

You would need to add it for that specific form view. Configure > Form Design.

Re: Additional Comments (Customer Visible) on the approval record

Cupcake — Mon, 16 Jul 2018 16:45:56 GMT

Hi Allen,

The fields are already there for that view, but they are not visible if the user does not have a role. That is why I went the route of ACLs.

Re: Additional Comments (Customer Visible) on the approval record

Allen Andreas — Mon, 16 Jul 2018 16:49:51 GMT

So for the one ACL you removed the ITIL role on, you should put that back. That's a separate ACL specifically for the verbiage of "Customer Visible" to show in a parenthetical phrase next to Additional Comments.

I would recommend ADDING a sc_req_item.comments Read ACL since your screenshot is showing the sc_req_item table, specifically and saying the users can't see it.

Re: Additional Comments (Customer Visible) on the approval record

Cupcake — Wed, 18 Jul 2018 11:04:14 GMT

I figured it out.

I had to create a new ACL on the Requested Item table

a) "Write" ACL on sc_req_item.comments with no roles, and

b) Then I deactivated the ACL that was already in place that had scripting in it.

To all who replied - I thank you.

Sometimes we have to talk things out for it to come to us.

Have an Awesome Day just because.

Karen

Re: Additional Comments (Customer Visible) on the approval record

Allen Andreas — Wed, 18 Jul 2018 12:42:06 GMT

Hi, well it was just me, lol...but I'm glad you got it.

I'd hope I pointed you in the right direction.

Re: Additional Comments (Customer Visible) on the approval record

Cupcake — Wed, 18 Jul 2018 13:30:51 GMT

Yes Allen you did point me in the correct direction and you also provided some insight on the Form Designer.

Much appreciated.

Karen