Ticket Conversation - Need to make comment Read only for closed tickets

[nikhil2810]

Hi All,

Currently Comments field let you add message even to the closed ticket but we have a requirement that it should let add a message only when a ticket is open.I'm not sure how should I go and do it any leads will help a lot,.

Thanks,

Nikhil Gadodiya

[Chuck Tomasi · Accepted solution]

Hi Nikhil,

This would be done via ACLs. No scripting necessary - a condition builder such as "Active | is | true" is likely granting write access to one or more fields while the record is active and another ACL is granting access to comments after that. Ensure your access control lists prevent writing after the record is closed.

Docs: Access control rules

Docs: Contextual security  

Security Best Practices - ServiceNow Wiki

[poojitha bn]

Hi Chuck,

I have a requirement like Hide additional comments text area for closed cases in HR Portal.

I have added below condition to sn_hr_core_case.comments Write ACL.

Condition : Active is true

This is not working only when I open closed case for first time in Portal.

Note : After refresh or after 2nd click its working.

On first load:

after refresh:

Please let me know where I am doing wrong

[poojitha bn]

Hi Chuck Tomasi

I have a same requirement like Hide additional comments text area for closed cases in HR Portal.

I have added below condition to sn_hr_core_case.comments Write ACL.

Condition : Active is true

This is not working only when I open closed case for first time in Portal.

Note : After refresh or after 2nd click its working.

On first load:

after refresh:

I wanted to know how to fix this on only first load.

[Craig Granier]

This!  specifically you want to lock down the additional comments field.