from the service portal, can you comment on the associated tasks for each Requested Item ?

[MIcheleWilliams]

For service requests, fulfillers currently update customer visible comments and requesters respond to these comments, at the Requested Item level.  We want to change that so the fulfiller updates customer visible comments on the task level instead of the Request item level.  Will the requester be able to go into the service portal, click on the Requested Item and view and update the associated tasks?  Could each comment and reply be grouped by task with an entry field or would it be possible to select from a list of tasks which would open for entry of comments and their associated replies. 

[Mark Manders · Accepted solution]

No. OOB this is not possible, so if you really want this, you will have to customize the way the Request fulfillment works. Tasks are meant to assist in resolving another ticket. In this case, the RITM. Although I understand your use case, with probably multiple tasks on a RITM, it is better to just copy the comments to the RITM and have them respond to that. End users don't have read/write ACL's applying for them to update sc_tasks. 

Please manage this requirement to stay OOB. What if one of the tasks is integrated to a vendor. You will have your end users directly communicate with the vendor. RITM is meant for communication with the end user, because that's what they raised. And it shouldn't matter to them if the organization works on just the RITM, or sets out 120 tasks to get the RITM closed. If the request is well created, you also shouldn't really need to communicate from task level to get enough information to get it done. I understand there are use cases where this does apply, but still: keep the end user on just the RITM level and don't open up the sc_task as well.