RITM Variables not editable in Service portal for Non Itil users

Abhishek Chowda
Tera Contributor

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

 

 

1 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.


Raghav
MVP 2023

View solution in original post

6 REPLIES 6

Abhishek Chowda
Tera Contributor

Thank you Raghav, the above solution worked for me.

AJ2025
Tera Contributor

I want to make it editable on the service portal based on a condition that the RITM is not approved yet. Once approved, I want variables to become read-only. Can this be done? Thanks