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

nikhil2810 · ‎07-17-2017

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 · ‎07-17-2017

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

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poojitha bn · ‎11-29-2018

Hi Göran Lundqvist ,

There is no other ACL is overriding this.

Thanks,

Poojitha BN

Goran WitchDoc · ‎11-29-2018

if the user looks at the record through the "normal" UI, can they make comments there as well?

poojitha bn · ‎11-29-2018

Hi Goran ,

Back end / Normal UI its working fine. This is happening only in portal side( only on first load).

Thanks,

Poojitha BN

Calum2 · ‎12-03-2018

Hi poojitha

I appear to be experiencing the exact same problem you're describing. I'll let you know if I find anything but currently I have no idea why this issue is occurring.

Calum

blanca12 · ‎12-03-2018

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

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