RITM Variables not editable in Service portal for Non Itil users

[Abhishek Chowda]

We encountered an issue, where non itil users are not able to editi variables of RITM in Service portal view, actually we are sending a notification to users to modify the variables of RITM, here when ITIL users clicks the ritm link, it is  redirecting to platform view, but for non itil users, it is redirecting to Service portal view, so the non itil users are not able to edit the variables in Service portal view.

 Please suggest a solution for this issue. Our requirement is , non itil users also need to edit v

[RaghavSh]

I service portal, without code change it widget, it is not possible to make variables editable.(even for admins for particular catalog item)

If you want the variables to be editable for all RITMs 

In your portal record, in quick start config set "readonly_variable_editor": "false".

[Abhishek Chowda]

Hi Raghav,

Thank you for your response, I have added readonly_variable_editor": "false" into service portal quick start but, still non itil users are not able to edit the ritm variables, but admins, and itil users are able to edit even without putting this-> readonly_variable_editor": "false".

[RaghavSh · Accepted solution]

ok, then its a problem with ACLs, probably sc_req_item.*. Add snc_internal role there or any other role which your non itil users have and check.

You may need to add some extra acls as well if addind snc_internal role gives more access to this user.

[Abhishek Chowda]

Sure, I will check and let you know, the non itil users are able to edit ritm variables in platform view, the issue here is only with Service Portal view.