The update operation is not allowed in the current state of the request

When users have logged a request through the service manager 2012 portal and they go back in to add user input they sometimes receive a message that says " The update operation is not allowed in the current state of the request." The state of the
request has not changed it is still Active and has not breached its service level .
I can't seem to find any information about this error and don't know how to troubleshoot it. Any help and advice would be appreciated.
Thanks
Sarah

ok, so they're adding user comments after creating the service request. looks like this:
the first thing to check is that the user is added to the default, un-scoped "End User" security role, or the custom end user security role they are added to has a scope that includes all work items. The "user input" field adds a user comment related
to the SR, so the ability to create user comments is required to use this field.

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