Is it okay to ask the requester to input a description of the incident?

[Tetsuya3]

Hello,

I want the requester to input a description of the incident, but there is an ACL restriction that only allows fulfillers to use it.  Input only, no editing. Is it okay to remove this restriction? Would taking this action result in a violation of the license?

Thanks in advance,

Tetsuya

[shloke04]

Hi @Tetsuya3 

By default OOTB users with role "sn_incident_write" has access to update Description attribute on incident form.

I don't think that should be an issue to remove this restriction from description field, more user can describe the issue better it is for folks working on the ticket. 

Also description field on incident table is audited by default, so even if someone changes it can be tracked within history of the incident ticket as shown below:

If this is not showing then add it to the list by following the steps below:

[Dr Atul G- LNG · Accepted solution]

Hi @Tetsuya3 

If a requester raising an incident via portal then short description and description get auto populated based on inputs. 

If a requester using native view then also can fill the details.

There is no restriction on asking or filling description by requester,  it is process and I think no one more than a requester know about description of issue.

[Tetsuya3]

Thanks you for your response. It was very helpful.

Tetsuya