Unable to update ticket in portal ( add comments)

Priya128
Mega Contributor

‎06-05-2020 07:04 AM

Hi All,

I have a requirement to update RITM  for all users has to update any RITM through portal( any role users) , 

Widget - Ticket conversation

But i have checked snc_internal users unable to edit its getting "No readable comment field" , i tried various ACLs to enable to comments option for all users but not working . Can any one help me on this?

find_real_file.png

 

Preview file
46 KB
0 Helpfuls
  • 1,998 Views
5 REPLIES 5

Mike Patel
Tera Sage

‎06-05-2020 07:10 AM

Create ACL like below and see it that works

ACL#1

find_real_file.png

ACL#2

find_real_file.png

Preview file
70 KB
Preview file
87 KB
0 Helpfuls

Priya128
Mega Contributor

‎06-05-2020 07:21 AM

I tried above two ACLs , not working 😞

0 Helpfuls

Mike Patel
Tera Sage
In response to Priya128

‎06-05-2020 07:25 AM

Open one of the RITM on on new tab >

start Debug security

impersonate that opened by user of that RITM

reload the RITM that was opened on another tab.

Check you see comments box and see ACL related to comments

0 Helpfuls

Priya128
Mega Contributor

‎06-05-2020 07:47 AM

**impersonate that opened by user of that RITM

Ticket created by another user , 

i impersonate test user which doesn't having any role , but client want to update created ticket  with test user

0 Helpfuls