Enable CSM end user to modify field value on the Standard Ticket Widget

[trangdan106]

Hello everyone, I've a strange rqeuirement involving enabling (contact) end user to be able to change the value of their respective field value. Currently, on my instance, we are using the standard ticket configuration/page to display the information and from the related doc I found no mention of the OOTB way to enable that (beside revert to using form)

Docs: https://www.servicenow.com/docs/r/platform-user-interface/service-portal/configure-st-page.html

I have serveral other approach to this one is using the info widget advance section and the other is using form widget in the tab section: https://youtu.be/ntt7fIThrgE?si=h8CqCFKWAzwn3GaH&t=249

[Ankur Bawiskar · Accepted solution]

@trangdan106 

my thoughts

-> not a good practice to allow end users to update field value as there would be some business logic based on that field such as Flow approvals, tasks etc

-> don't allow them to edit

-> not all requirements are meant to be captured

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[Tanushree Maiti · Accepted solution]

Hi @trangdan106 ,

I would strongly recommend against allowing end users to update these records. Since they are typically non-technical users, there is a significant risk of incorrect data updates, which could impact system stability and lead to unintended issues.

In fact, I encountered a similar situation in one of my previous client projects. An ITIL user was able to update CMDB-related reference data, which resulted in a major escalation. To prevent this from happening again, we modified the ACLs to make the reference table read-only for those users, ensuring they could no longer update that data.

[trangdan106]

Hi, thank you so much, do you have links to the best practice? as I can't find it anywhere