- My View
Currently Comments field let you add message even to the closed ticket but we have a requirement that it should let add a message only when a ticket is open.I'm not sure how should I go and do it any leads will help a lot,.
This would be done via ACLs. No scripting necessary - a condition builder such as "Active | is | true" is likely granting write access to one or more fields while the record is active and another ACL is granting access to comments after that. Ensure your access control lists prevent writing after the record is closed.
Docs: Access control rules
Docs: Contextual security
--Platform Architect - ServiceNow
--Tip: Use server side scripting rather than client whenever possible.
For who is it open? End users can't comment on a closed ticket OOB.
ServiceNow Witch Doctor and MVP
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To accomplish this, you have to modify the ACLs, you have to select the table and the field as comment and restrict the write access by providing appropriate role or return the answer as false.