Allow Specific Roles to Update Catalog Item Variables on Requested Item

[jmiskey]

We have a Catalog Item with many variables on it.  There are two variables at the bottom that, through a Catalog UI Policy, are hidden from the Catalog Item on the Service Portal.  After the user submits a request via the Service Portal, that RITM is assigned to a specific group (with a specific role).  Someone in that group assigns the RITM to themselves, and then they are supposed update the two variables (shown in the Variable section on the RITM) that are hidden from view on the Service Portal.  However, I cannot seem to figure out how to give them access to update these two variables in the Variable section on the RITM.  They are read-only.

So, I went to the Permissions section of the two variables in the Catalog Item, and tried adding the role to both Create and Write.  However, that did not seem to work.  I impersonated a user with that role, assigned the RITM to myself, and was still unable to edit those two variables.

We did something like this once, but it was on sc_task, not sc_req_item.  We used a Client Script there.  But I cannot seem to figure out how to apply this logic to sc_req_item.  That code (on sc_task) looked something like this:

function onLoad() {

    if(g_form.getValue('request_item.cat_item') == "0259dc10db081f00a5647ee5bf96193c"){
	    g_form.setVariablesReadOnly(true);
	    g_form.setReadOnly('test_comments',false);
	    g_form.setReadOnly('prod_comments',false);
    }
}

but when I tried the same with sc_req_item, it did not work (and I still need to figure out how to incorporate the specific role I want to give permission to).

Does anyone have any suggestions?

[Brian Lancaster · Accepted solution]

Questions:

1.  Do these users have ITIL role as well?

2.  Why are you assigning at the RITM level instead of a task?

[jmiskey]

1.  No

2.  That is a good question.  I recently inherited this project from our senior programmer, and was kind of surprised it was strucutured this way.  He is a pretty smart guy, and I don't think he would have designed it this way unless it was specifically requested to be that way (the group we are creating this form for is VERY particular).  Maybe I will circle back to him and the group and see if we can get them to change how the workflow runs.

[Brian Lancaster]

In dev can you try adding ITIL to the users?  I'm thinking that only ITIL has writes to write to the variables once it is at the request level and I'm not sure there would be a way to change this?

[jmiskey]

OK, so I talked to the previous programmer, and it looks like we can go the Task route.  That makes things a bit easier, and we got it working.

Thanks