Not able to edit "Business Phone" second time.

[vartika]

Hi Everyone,

As an end user, over the CSM portal when "Business Phone" is empty then i am able to edit it. After that is becoming un-editable field.

Any idea why?

Thanks in Advance!!

[tharun_kumar_m · Accepted solution]

Hi Vartika,

Since end users are editing from CSM portal and not directly from ServiceNow profile, please check the ACL in the contact(customer_contact) table where the Business phone is inserted. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumbs up.

Best regards,

Tharun Kumar

[vartika]

@tharun_kumar_m , Thank you for giving an idea. So the correct solution is, there is an ACL  on contact table with write condition. Giving access to user edit business phone only when it is empty. ACL Sys ID: 65f6acc60b770300c9c86c9037673a82. 

Thank you

[Community Alums]

Hi @vartika  ,

There are 4 ways we can make any field readonly

1. UI Policies

2. ACL

3. Client Script

4. Dictionary definition

Did you checked all the 4 ways? There are may be something is stopping you to editing the field. 

Please mark my answer correct and helpful if this works for you

Thanks and Regards 

Sarthak

[Amit Pandey]

Hi @vartika  

Is this happening after form submission?

Regards,
Amit