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

[poojitha bn]

Hi Craig,

I wanted to hide additional comments text area for closed cases.

Reason: User should not add additional comments on closed cases.

Thanks,

Poojitha BN 

[Goran WitchDoc]

For who is it open? End users can't comment on a closed ticket OOB.

//Göran

[vinothkumar]

Hi Nikhil,

To accomplish this, you have to modify the ACLs, you have to select the table and the field as comment and restrict the write access by providing appropriate role or return the answer as false.

Using Access Control Rules - ServiceNow Wiki

[poojitha bn]

Hi Nikhil,

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:

Please let me know how to fix this.

[Goran WitchDoc]

I haven't work with HR, but it sounds like you might have more ACLs there. Is there any more acl that hits: sn_hr_core_case.comments?

//Göran

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