Allowing non-ITIL user to add comment to SCTask in Service Portal

[Sean Silveira]

We created the ability for end users to view the SCTasks that they are the end user for in the service portal. We want them to be able to add comments to the tasks, similar to how they can add comments to the RITM.

We added an ACL that gave users with the SNC_Interal role the ability to write to sc_tasks.* but when they open it in the portal, it does not give the option to add a comment.

Any ideas/suggestions?

[Anish Reghu]

Try and remove the condition - "End user is Me" seen on the screenshot shared and give it a try.

Guess that might be restricting the write permission to only those 5 records that match that condition.

Kindly mark the answer as Correct/Helpful, if it helps.

Regards,

Anish

[Sean Silveira]

Tried this previously, same boat.  Can't add comments.

[Anish Reghu]

With ACLs, the solution to the issue has to be looked at in comparison with the existing ACLs as well. For example - we are facing a write access issue, it need not be 'write' ACL always blocking it. Check for other ACLs possibly being the root cause.

Kindly mark the answer as Correct/Helpful, if it helps.

Regards,

Anish

[Raghu Ram Y]

Hi, 

You have to verify table level ACL as well...

Once check tablename.none ACL, it might restricting.