Additional Comments request item

[Brendan Hallida]

Hi all,

I have found something quirky.

Essentially, ESS users cannot see the additional comments journal entry field in Request Items.

Before we begin, I have seen the following two threads:

Additional Comments - Request Item

Additional Comment and Activity is not visible

I have configured the layout for the self service view, and added additional comments, and I can see them as an admin and ITIL user.

However when logged in as an ess user, I cannot see the additional comments journal entry field.

Is there a permission setting that I need to enable?

Thanks In Advance!

Brendan

[Abhinay Erra]

I think it should be read ACL.

[Brendan Hallida]

Awesome, that worked a treat!

is there a way I can edit the ACL once it has been created?   So I can test Abinay's suggestion of using read instead of write.   Everything is greyed out.

Cheers,

Brendan

[Abhinay Erra]

Elevate your privileges, to edit the ACL's. I recommend to change it to read, unless you want them to add the comments.

[Brendan Hallida]

Ah yes, I thought I was still elevated.   That did the trick.

I actually want them to be able to add comments, so I will leave it as write

Thanks again to both of you

Cheers,

Brendan

[Abhinay Erra]

Out of Box, you need itil role to see them. So, you will have to create a new Read ACL on this field and do not give any roles to it.