Editable Access for End Users on RITM Variables in Service Portal

Sirri · 3 weeks ago

Hi All,

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

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.

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

Ankur Bawiskar · 3 weeks ago

I won't recommend end user to allow updating RITM variables as they are important aspect in service catalog request

There would be flows/workflows accessing those variables and if your end users update after ordering it might impact

Tables involved for RITM variables
-> sc_req_item
-> sc_item_option_mtom
-> sc_item_option

To handle your requirement

-> create RITM.Variables WRITE ACL and add role (snc_internal)

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

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Ankur Bawiskar · 2 weeks ago

Please mark my above response as correct to close the thread.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader