Incident variable editor configuration

[Abhishek Kathe]

Incidents created via Record Producers shows the Variable Editor section. but users should add, modify, and remove variables directly from the editor without errors on the incident form

[Dr Atul G- LNG · Accepted solution]

Values can be updated by the agent if they have the required role."

[Dr Atul G- LNG]

Hi @Abhishek Kathe 

Technically, it's possible — but is it a best practice? When an end user submits an incident with variables, those values should not be changed afterward.

If you still want to allow changes, it should only be editable by the fulfiller, not anyone else. For that, you can use a UI Policy to make the fields editable specifically for the fulfiller role

[Ankur Bawiskar]

@Abhishek Kathe 

what do you mean by add/remove?

Agents working on INC can update the variables if they have proper roles etc and if those variables are not marked readonly via catalog client script or catalog UI policy

I impersonated with ITIL user and user is able to edit data in variables

Workspace

Native

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[Abhishek Kathe]

@Ankur Bawiskar  and @Dr Atul G- LNG   Will it be possible for users to add/remove variables from the form?

[Dr Atul G- LNG · Accepted solution]

Values can be updated by the agent if they have the required role."