Enable end users to comment on Problem tickets without assigning fulfiller roles.

[Sathwik1]

If an end user accesses a Problem ticket through the Service Portal and wants to update comments(in activity filter), we currently need to assign the sn_problem_write role.

However, this is a fulfiller role and incurs additional licensing costs. Would it be acceptable to instead map a requestor-type role and create a custom ACL that allows write access (for comments only) using that role?

Is this considered a good practice, or are there better alternatives?

I understand that licensing decisions must ultimately be validated with the Sales team. This question is purely for my understanding, and I will confirm everything with Sales before implementation.

@Ankur Bawiskar 

[Dr Atul G- LNG]

Hi @Sathwik1 

As a process side, a end user never ever know that a problem record open on the backend , problem records always for fulfiller so technically this is not a valid use case. Why you want a end user comment on prob?

It is kind of license policy violation that you are by passing via ACL.  Not recommended mate. 

[Sathwik1]

@Dr Atul G- LNG  End users can add comments directly from the portal when the fulfiller requests additional information, so an option to respond needs to be available.

[Dr Atul G- LNG]

Hi mate,

So you mean if agent add comment end user can see in portal right, did you check if end user add comment on same record it should be added in record then. Plz share some screenshots buddy

[Ankur Bawiskar]

@Sathwik1 

My thoughts

-> Using custom role and custom field level WRITE ACL should be fine as per my understanding as it doesn't give broader access on record to write, only field level write is allowed

see these links

ServiceNow License Roles Explained – Fulfiller, Approver, Requester 

Understanding ServiceNow Licensing Model 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏