Change Request on Service Portal

[Dazler]

Hi,

I could really use some guidance.  We currently have over 50 users in our company that only submits Change Request, nothing else and because we have to give them sn_change_write access so that they can submit Changes. I have noticed that many of them likes to go and look at other Change Request that they have no business in going into and I want to stop that. 

So I came up with the idea that may be we should push them to the Service Portal for submitting Change Request.  I know that I can create a Record Producer, unfortunately their process is different.  I will to try to explain their process.

1. After Change is submitted, it is in New state.  New state is like Draft State as in that is the only state that the individual that submitted the Change can actually make updates to the request.

2. Once the state moves out of New to Assess state (which is where approvals take place), then all the fields on the Change become read-only to them and they can no longer make changes.

3. If that Change Request approval has been Rejected, it returns to the New state so that the Requested by person can make update before sending it again for approval.

This is where my issue lies.  I want to create a Portal area for Change where they can submit a Change Request in the same manner as what they are doing if they are in the Fulfiller (Service Management) side of ServiceNow.  I no longer want them to have any roles, so that we can block them from accessing that area.  

We already turned on the auto-redirect property if the logged in user does not have a role it takes them directly to the Service Portal.

Since I want to make a Change Portal, I was needing a little help with how can I create a form that when submitted still gives them the ability to update the fields if in New State, but make it read only other wise.  I want to also create a list view that they can see all their Change Requested that they submitted, no one else's.

But I also want to have it so that if they click on their ticket in the list it opens up their ticket in a form view. 

I really need some guidance on this.  This is important!!!!

Any help would be appreciated.

[Weird]

Sounds like you should rather consider the access rights separately.
If your users are only creating changes, but have no right to view other changes than their own then the ACL's should reflect on that.

Rather than making complicated changes to force users to portal side I'd just make sure they have read access to only their changes or any changes they're allowed to see.

For example OOTB I think there are three ACL's that give read access.
One for itil, one for sn_change_read and one for the creator of the ticket.

sn_change_write gives the read role as well so consider either making a new "limited_change_write" role which allows the user to create changes, but doesn't give any additional read access so they can only see their own changes.

Or if there's any other way to identify the users that are not allowed to look at other changes then you can consider adding those as conditions in the sn_change_read ACL.

[Dazler]

Thank you!  That's a great idea.

I still like the idea of the Change Portal, so for now we will set up the ACLs, but I will still need to create a Change Portal.  Do you have any suggestions on getting that started?

[srikanth63]

we are planning to implement the same in our company to push users to the Service Portal for submitting Change Request. are you able to do it?