INC - Impact and Urgency field to Editable only for Service Desk or Resolver Group without ACL

[Janhavi Pawar1]

INC - Impact and Urgency field to Editable only for Service Desk or Resolver Group

To Configure functionality that will make Impact and Urgency Editable only for Service Desk and Resolver Group. without ACL

can you solve using display business rule. g_scratchpad

[Palak Gupta]

Hi there!

You can write a Display Business Rule and and an onLoad Client script to achieve this requirement.

Regards,

Palak

[Community Alums · Accepted solution]

Hi @Janhavi Pawar ,

Impact and urgency are enabled for Service Desk only which comes OOTB.

so make it editable for Resolver group, i can't think of anything apart from using ACLs.

check on the following ACLs by name / operation. 

a) incident.impact / write    

b) incident.urgency / write

c) incident

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Harneet Sital]

Adding to what Sandeep mentioned, you will have to go for ACLs here since using the display BR+Client script combination you will only be able to restrict this on the client's browser and probably not from list views (unless you create a specific CS for that) and there are cases where users understand how to manipulate this and still override values. 

So from a technical perspective, unless your fields need to be read-only only on certain conditions go for ACLs. 

If the answer has helped you, please mark the answer correct/helpful. Thank you.
-Harneet
ServiceNow Certified Technical Architect 

[Janhavi Pawar1]

can you share code