Restrict Service Desk from creating change requests

[curr_user]

The members of the assignment group Service Desk have the following restrictions configured:

• Unable to Create New from All > Changes > Create new (make the fields of the form read only so that service desk member cannot enter values and cannot save/submit the form)
• Read only access to all Change Requests (existing ones, All > Changes > All)
• Unable to raise a Change from an Incident record 
• Unable to raise a Change from Service Operations Workspace 
• Unable to raise a Change from an Incident record in Service Operations Workspace

Any guidance or assistance is greatly appreciated.
Thank you in advance!

[Ankur Bawiskar]

@curr_user 

so you want to achieve the above points. what did you start with?

You will have to update multiple components for those 5 requirements.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[curr_user]

Yes, the 'NEW' button in the list view of All -> Change -> Open/closed/all and 'Create Change Request' button on the incident form is hidden for SD users by adding condition for the UI Action for 'New' in both the admin home and service operations workspace.
Configurations remaining -
 To make fields of the change request form for SD users when they try 'Create New' module and also for the existing ones in All-> Change -> All.

Any suggestions for the same?

[Dr Atul G- LNG]

Hi @curr_user 

I think if the SD team has the ITIL role, you should revoke it and instead assign individual roles like "SN Incident Write" and "Change Read-Only." That should resolve your issue.

[curr_user]

No, we cannot do any changes with the roles.