How to make mandatory incident fields editable in playbook after creation?

[Nadir8]

I created a playbook that triggers on new incident creation. During creation, mandatory fields get filled as required.

Issue: After creation and playbook trigger, these mandatory fields that were filled during creation now appear as read-only in the playbook.

Goal: I want agents to be able to edit/modify the values of these mandatory fields directly from within the playbook experience.

Question: How can I configure the playbook so these fields (that became read-only after creation) remain editable by agents during playbook execution?

Current behavior:
Mandatory fields filled at creation -> playbook triggers -> same fields show read-only in playbook.

Thanks for your help!

[Ankur Bawiskar]

@Nadir8 

any logic is making those readonly on that User Form?

[Nadir8]

Yes, there is a UI Policy that makes those fields read-only.

If I disable it, the fields become editable on both the form and the Playbook. However, I want the UI Policy to stay active on the Incident form but not apply in the Playbook experience.

Is there a way to keep it on the form while allowing the fields to be editable in the Playbook?

[Dinesh Chilaka]

@Nadir8 ,is that UI policy global or view level.
If is a global level make that view level and add the view as the your incident record view and use a separate view on the playbook experience to render then the agents will be able to edit those values from the playbook.

If you need any further assistance needed like how to add separate view for the playbook , you must share the screenshots how the playbook is configured and is that playbook visible during the incident creation or not?
If my response helped , mark it as helpful and accept the solution.