question Enable end users to comment on Problem tickets without assigning fulfiller roles. in ServiceNow Studio forum

Enable end users to comment on Problem tickets without assigning fulfiller roles.

Sathwik1 — Wed, 17 Dec 2025 07:17:10 GMT

If an end user accesses a Problem ticket through the Service Portal and wants to update comments(in activity filter), we currently need to assign the sn_problem_write role.

However, this is a fulfiller role and incurs additional licensing costs. Would it be acceptable to instead map a requestor-type role and create a custom ACL that allows write access (for comments only) using that role?

Is this considered a good practice, or are there better alternatives?

I understand that licensing decisions must ultimately be validated with the Sales team. This question is purely for my understanding, and I will confirm everything with Sales before implementation.

@Ankur Bawiskar

Re: Enable end users to comment on Problem tickets without assigning fulfiller roles.

Dr Atul G- LNG — Wed, 17 Dec 2025 07:22:27 GMT

Hi @Sathwik1

As a process side, a end user never ever know that a problem record open on the backend , problem records always for fulfiller so technically this is not a valid use case. Why you want a end user comment on prob?

It is kind of license policy violation that you are by passing via ACL. Not recommended mate.

Re: Enable end users to comment on Problem tickets without assigning fulfiller roles.

Sathwik1 — Wed, 17 Dec 2025 07:49:16 GMT

@Dr Atul G- LNG End users can add comments directly from the portal when the fulfiller requests additional information, so an option to respond needs to be available.

Re: Enable end users to comment on Problem tickets without assigning fulfiller roles.

Dr Atul G- LNG — Wed, 17 Dec 2025 07:54:20 GMT

Hi mate,

So you mean if agent add comment end user can see in portal right, did you check if end user add comment on same record it should be added in record then. Plz share some screenshots buddy

Re: Enable end users to comment on Problem tickets without assigning fulfiller roles.

Ankur Bawiskar — Wed, 17 Dec 2025 08:06:10 GMT

@Sathwik1

My thoughts

-> Using custom role and custom field level WRITE ACL should be fine as per my understanding as it doesn't give broader access on record to write, only field level write is allowed

see these links

ServiceNow License Roles Explained – Fulfiller, Approver, Requester

Understanding ServiceNow Licensing Model

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Re: Enable end users to comment on Problem tickets without assigning fulfiller roles.

Ankur Bawiskar — Thu, 18 Dec 2025 03:18:37 GMT

@Sathwik1

Hope you are doing good.

Did my reply answer your question?

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Re: Enable end users to comment on Problem tickets without assigning fulfiller roles.

l457 — Thu, 18 Dec 2025 05:08:54 GMT

If it is a reactive problem and there is a customer facing ticket say an incident then that should be the avenue for communicating with the customer not the problem.

Problems exist for the behind-the-scenes they're not really customer facing at least in a typical end user itsm sense. Pretty rare for the typical end user to even care about problems as they usually seek a solution to their own issue and move on. What is your actual use case/problem workflow?

Re: Enable end users to comment on Problem tickets without assigning fulfiller roles.

Ankur Bawiskar — Thu, 18 Dec 2025 09:40:19 GMT

@Sathwik1

Thank you for marking my response as helpful.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏