"Type message here" field within Service Portal on SC Request page.

[jimparks]

ctomasi

Hey everyone -

        I'm fighting a peculiar problem that I am unable to find a solution to. We are looking to allow customers to input comments on their requested items enabling a 2 way conversation during open Service Catalog requests. When logged in as an ITIL / Admin role We get the following presented to us on the Requests page (see attached image). However, when logging in as a non-roled user, the option disappears.

        I have disabled the ACL rule temporarily which denies the write ability without the ITIL / Catalog roles and unfortunately it hasn't seemed to work.

Any guidance would be great.

[Chuck Tomasi]

Are non-ITIL users allowed to make comments from the standard UI?

[jimparks]

Hey Chuck -

        That's a great point that I completely overlooked. We did add the "notes" content block to the requested item page, which they can write to within the SP. However, the parent page they see if the Order Status, which is different than the self-service view of request. I believe that non-roled users can get to the Self-Service view, which is causing that gap....

Have you known anyone to accomplish this request? The ultimate goal is to allow customers to communicate with us on their Service Request items....much like they can on the Incident items.

[Chuck Tomasi · Accepted solution]

Hi Jim,

I haven't heard of this request specifically. I'm wondering if it makes more sense to communicate at the RITM level instead.        

[jimparks]

Agreed, after reviewing our approach for Service Requests...this ended up being the correct method.

Thanks for your responsiveness!