Variable issue - Request form in SOW

[tinndizz]

Hi ServiceNow experts, when I am impersonating an ITIL user and try to access an RITM in Native UI the variables are read only. However, when I try to access the RITM in SOW it is editable. How I can make it as read-only in SOW as well?

Also, one if the field that I hid using UI Policy/UI Policy action is still showing in SOW. This is hidden when I am opening the RITM in native UI.

[Dr Atul G- LNG]

Hi @tinndizz 

If you're using a UI policy, did you specify which view it should run on? Perhaps you mentioned the default view. Try adding the specific view so that it works consistently across all places.

[tinndizz]

How about for the variables to be read-only? I think OOTB it is read-only for ITIL user however, in SOW it is still editable..

[Dr Atul G- LNG]

No, it depends. Did you or your team make it read-only? If it's OOTB (out-of-the-box) and set to read-only, you'll need to make changes for the SOW (Statement of Work).