How do I prevent users replying to a closed requested item in service portal designer?
I have configured the portal to show the completed request items/ incidents for the users. When they click on the link they can see the ticket but it allows for them to respond after it has been changed to closed complete/ incomplete etc.
Is there anyway to remove the comment field?
Thanks,
Lisa
Hi,
To recap, if you want to prevent comments on closed records, then you'll want to first see if you have any write ACLs on that table for the comments field (i.e., incident.comments) that would apply to the users in the requirements (meaning, not all write ACLs for this table.field may need to be edited, only some...or...one). If so, you'll want to adjust those and add the condition that the state IS NOT and then select the states you want to block writing comments on.
If you review your ACLs for that table and you have no write entries for the comments field (again, i.e., incident.comments), then you'll want to create one for that table and field. Then, same as above, set the condition that the state IS NOT closed, for example.
Screenshot as an example of editing an out of box write ACL for the sc_req_item table and the comments field:
Hi
I am wanting to create the same ACL - i have also another ACL in place that allows either the requestor or requested for to reply to a REQ. Are you able to help me update the existing one so it stops the ability to add a comment when complete?
