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]

@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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[trangdan106]

Hi @Ankur Bawiskar , thank you, indeed as they are end user we shouldn't. However, I do found this one in the CSM docs: https://www.servicenow.com/docs/r/customer-service-management/customer-service-management-roles.html

So, by servicenow, we can but for best practice we shouldn't

[Ankur Bawiskar]

@trangdan106 

that's correct.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏