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 

[Ankur Bawiskar]

@Sathwik1 

Hope you are doing good.

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[Ankur Bawiskar]

@Sathwik1 

Thank you for marking my response as helpful.

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

[lauri457]

If it is a reactive problem and there is a customer facing ticket say an incident then that should be the avenue for communicating with the customer not the problem. 

Problems exist for the behind-the-scenes they're not really customer facing at least in a typical end user itsm sense. Pretty rare for the typical end user to even care about problems as they usually seek a solution to their own issue and move on. What is your actual use case/problem workflow?