In Kingston, ITIL users were able to comment on RITM's however after the upgrade to London this is no longer the case, the comment field is gone.
A new ACL instituted in London called "sc_req_item.comments" and it requires that, in order to write to the comments, the user who is attempting to write comments must either be:
* the user who CREATED the Request (Request.Requested for = that user)
* the user who OPENED the Request (Request.Opened by = that user)
Disable the ACL or Create a new one that allows ITIL users to make comments on RITM's