Fields to be Edited in Front End after ticket submition

[User70241]

 Requirement is about the Record Producer
 When End user submits the ticket in front End with wrong details. the backend team asks to give the correct values and  state goes to Awaiting info. When the state is Awaiting info end user have to edit the fields like say  "ABC" and "XYZ"  in front end form . Display one Save button when end user fills correct data then clicks save it should go to WIP and form should be locked in Front End.

[Jean-Emmanuel]

It's technically possible to implement the functionality you described in the Service Portal with some customizations, such as adding editable fields and a save button that locks the form after submission. However, I would suggest reconsidering the approach for a couple of reasons:

1. Complexity and Maintenance:
Customizations like these can increase the complexity of your system, making it harder to maintain and potentially leading to issues in the future with upgrades or compatibility.

2. Alternative Functional Solutions:

- Using Comments: Instead of modifying the form directly, you could guide users to provide the necessary corrections or additional information in the comments section of the ticket. This is simpler, leverages out-of-the-box functionality, and keeps a clear audit trail of changes.

- Cancel and Resubmit: Another approach could be to cancel the request and ask the requester to create a new one with the correct details. This ensures that all information is accurate from the start without the need for complex form editing capabilities.

These functional solutions are more in line with best practices in ServiceNow and could save you time and resources while still meeting the business needs.

If you find this suggestion helpful, please mark this response as helpful!

[Dr Atul G- LNG]

Hi @User70241 

The requirement you bring will bring a technical debt. In short, we need to pull all the fields of the record from the backend and then give the user access to make changes in that, which is too complicated and might be due to changes in some fields, SLA / Notification needs to be configured more or get updated/ triggered again.

So before that please check everything and then proceed.