Cancelled is showing as Inactive in Native view but, i can still edit the case in CSM portal

Roopa Banala
Tera Contributor

‎03-09-2025 09:48 AM

Cancelled is showing as Inactive in native view BUT, i can still edit the case in csm portal view. How can we fix this issue.

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SupriyaWaghmode
Kilo Sage

‎03-10-2025 07:26 AM

Hello Roopa

 

In  Interaction if you cancelled means in state is Closed Abandoned/ Closed complete. 

 

In both case "Active" field is update as " False" if you check the list view and add Active column in both side native as well in portal side. 

 

In terms of field greyed out - those fields are which are include in OOTB UI Policy and client script to set as read only based on state change as Closed are non-editable. You need to write UI policy/Client script to make them non editable in the CSM view if any field not added in OOTB set up.

 

Thanks & Regards ,

Supriya Waghmode |ServiceNow Consultant

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