Standard Change : Unable to edit the "change request values" in the template

[Sujatha V M]

Hi Community, 

In standard change module, change manager is unable to edit the "Change request values" on click of the Modify template. 

We have checked on ACL and it has the "save_as_template" operation type but still no go. 

Accessed the Standard change properties as well and checked on the default values filters and restricted fields filters. 

The values are completely faded out. Have tried by adding the template_editor roles as well and checked still no go. 

What could be the reason? 

 Can someone help on this?

Regards, 

Sujatha

[Dante Ditan]

Hello,

After you gave the role did the user tried to logout and login again? I checked the ACL for template table and you are correct it needs to have the "template_editor" role which you've given.

Now if this is still not working, Try to check the client script or UI Policy for the table sys_template. If you use your admin account do you have rights to edit the field?

Thank you

Dante

[Sujatha V M]

Thanks for ur reply Dante. 

Yes tried to logout and login as well. 

Reviewed the client script and ui policies also for standard change record producer table. 

Yes if im an admin im able to edit the field. 

Field type for "Change request values" is of macro with label and its linked with a read-only ui macro 

[aparnag]

Hi All,

I'm also facing a similar issue,can someone please on this issue.

I tried to check all the ACL'S and client scripts but no luck.

Not sure how to change teh properties of this macro:

Please help

[Sujatha V M]

Hi Aparna, 

Please follow the below links, it helped me and it worked. 

https://hi.service-now.com/kb_view.do?sysparm_article=KB0636146

Follow these steps: 

Create an ACL with the following values:

• Type: record
• Operation: write
• Admin overrides
• Name: change_request.*
• Role: itil
• Condition : Approval is Not yet requested or approval is requested

Write operation for template isn't there.