Interactions Record should be editable after chat closed by user for Agents.

Dileep Raju · ‎07-26-2023

Interaction remains editable even if the conversation has ended for Agents in servicenow

sushantmalsure · ‎07-27-2023

There are multiple places from where these fields are made read only when interaction is closed.

I do not know the business reason why you want to do this but here is the answer for your question:

1. State field made read only from client script named : Make state read only after record closed and ACLs for write operation 'interaction.state'

2. Transcript is set to ready only for everyone and thats from dictionary of the 'transcript' field

3. Assinged to and Opened from from UI policy 'Set assigned_to, number, opened_for to read only when state changes to closed/wrap_up'

Consider modifying above as per need (as per agent's role) or adjusting the script and you will see said field available for agents.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Regards,Sushant Malsure

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Maik Skoddow · ‎07-26-2023

This is not a question but a statement. So ask a real question and also spend much more details. What is your issue, why it is a issue and what expected solution do you have in mind.

Dileep Raju · ‎07-27-2023

How can me make transcript field editable................with example

sushantmalsure · ‎07-27-2023

I am still trying to figure out what is it you want.

Can you share screenshot with details on what do you want and why do you want it (business requirement) ?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Regards,Sushant Malsure

Dileep Raju · ‎07-27-2023

Hi @sushantmalsure
Agents need to edit all fields for closed interaction record (transcript,state,Type,opened for, Assigned to)