Editing Closed Request Fields as Admin

[Elana]

Hello Everyone,

I have an excel sheet of records data, and as an admin on Prod instance I want to be able to edit closed complete request fields which are read only  to match with the excel I have, how do I do this in the best way with minimal manual work?

[sachinvic]

If administrators need to edit the records manually through the form, first check what is enforcing the read-only behavior.

• Since the Client Script didn't work, check whether a UI Policy or a field-level write ACL is enforcing the read-only behavior.

• If it's a UI Policy, review its conditions and whether Admin overrides is enabled, where applicable. If it's an ACL, verify that administrators have write access to the specific fields.

• In Australia, also check the field's Dictionary >> Read only option. If it is set to Strict Read Only, a client script cannot override it.

• A Client Script only controls the form UI; it cannot grant server-side write access. I wouldn't recommend disabling Business Rules without first identifying their purpose and impact.

Which table are you updating (sc_request or sc_req_item), and which fields need to be editable? That will help narrow down the exact configuration.

[Tanushree Maiti]

Hi @Elana 

I recommend using a standard Import Set and Transform Map while bypassing business rules and data policies, as this approach allows you to complete the operation securely in the background on the Production instance .

Probable Steps to be followed:

1. Prepare Your Excel Sheet: Ensure your Excel file includes a unique identifier for each request, such as the Number field, along with the specific columns corresponding to the fields you intend to update. This will help accurately identify and update the existing records.

2. Load the Data (Import Set)

3. Create the Transform Map

4. On the Transform Map form, uncheck the "Run business rules" checkbox.

5.Click Mapping Assist under the related links to visually map your staging table columns to your production target fields.

6. Set your unique identifier field (e.g. number) as the Coalesce field by marking its Coalesce column true

7. Run the transform

8. Ensure you are testing first it into your sandbox or non-prod like Dev and start testing with test load 20.

[Elana]

Thank you very much for your response and continued support. I truly appreciate the time you've taken to help.

Based on management's preference, we will be updating the requests manually as administrators. However, since the records become read-only once they reach the completed state, I'm exploring options to allow administrators to make updates when necessary.

I initially tried using a client script, but it didn't produce the expected result. Have you encountered a similar requirement before, or would you recommend another approach to achieve this?

[glideFather]

ahoy @Elana,

what fields in particular do you want to edit? Closed records are not expected to be edited and it's not recommended to do so. What's the justification for that?

[glideFather]

ahoy @Elana,

client script is not the proper approach, it runs only in the front end side, not on the server/database level...

Instead it should be some server side script - fix script, background script, update job, flow, schedule job, ... depending on the nature of the changes you want to make

Also, be aware that Requests [sc_request] are linked to Requested Items [sc_req_item] and optionally with Catalog Tasks [sc_task]... so maybe you want to update all these 3