Editable Access for End Users on RITM Variables in Service Portal

[Sirri]

Hi All,

I have a scenario where I want RITM variables to be editable when the RITM state is “Refer Back.”

Context

• Channel: Service Portal (custom widget rendering variables)
• What I did:
  • In the widget, I check if the RITM state is “Refer Back.” If true, I enable editing on the variables.
  • I have not restricted editing by any specific role inside the widget.
• Current behavior:
  • ITIL users/admins can edit variables when RITM is in “Refer Back.”
  • End users (requesters) see variables read-only—they cannot edit.

Question

How can I allow the end user (requester) to edit the RITM variables in Service Portal only when the RITM state is “Refer Back”?

Thank you

[Brad Bowman]

You must have a Client Script, UI Policy, or ACL making the variables read only, so find that and add the role/state condition.

[Sirri]

@Brad Bowman  ,

Thank you for your response. I can confirm that there is no UI Policy or Client Script in place. Regarding ACLs, could you please clarify which table write access is required for end users to make the RITM variables editable? Once I have that information, I will verify accordingly.

Thank you

[Brad Bowman]

Is the behaviour the same in the native UI?  Is it the same on all Catalog Items, or only a particular one?  Making the variables on an RITM record read only in any state is not out of box functionality.  We have a simple Client Script on the sc_req_item table that does this, but you could do the same with a Catalog Client Script, UI Policy at the table or catalog level, or maybe an ACL.

[Sirri]

  @Brad Bowman In our instance, the native UI is not available for end users; they can access only the Service Portal. We have enabled this functionality for specific catalog items. I can confirm that there are no client scripts on sc_req_item and no UI policies applied. Could you clarify which table ACL you are referring to?

Thank you