Is it right to have request variable(s) in "edit" mode to correct the given info on service request

[Prashanthi8]

If the user submits a service request with incorrect information on service request variables then is it right for the support group to have the variable in "edit" mode to change while fulfilling the service request?

Currently there is no variable in "edit" mode.  Support group demands the variable to be kept editable to update the information on request while fulfilling the ticket.

[Ankur Bawiskar]

@Prashanthi8 

it all depends on customer requirement.

Some customers do allow agents write access.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @Prashanthi8 

Technically, no — the reason is that it was the user who filled out and submitted the form. I understand there may be cases where incorrect information is entered, but allowing the form to be editable is not a recommended approach.

[Prashanthi8]

May you suggest an alternate solution for this use case?

[Community Alums]

Hi @Prashanthi8 ,

Generally, we don't allow support teams/itil users to edit details submitted on request form. However, this also depends upon customer/IT teams.

If they need to update some specific details/variables such as change request no. which was created to complete additional task, then add those on catalog task form and make them editable.

If you find my response helpful, mark this as correct or helpful.

Regards

Anand