RITM Variables Read Only after state has become "close complete"

[craigzeleznick]

As the title states, is there a specific way that one a request is submitted and the RITM state is changed to "Closed Complete" that all RITM variables become read only?

The reason i am asking is because we have ran into issues where the business users have been changing fields after the request has been marked as complete and complaining that the request wasn't properly performed.

[craigzeleznick]

So this ALMOST works. When the state is changed to "closed complete" the variables at the RITM for the ITIL user become Read-Only but for the business user who submitted the request, these fields are still editable and this is what we DON'T want.

I do NOT want the business user to be able to edit any fields after the RITM State has been set to closed complete.

Any ideas?

[SanjivMeher]

Do you have the state field on the end user form?

Can you send a screenshot of the End User form?

[craigzeleznick]

Sanjiv,

I am talking about, when a business user logs into the Self Service Portal and clicks on "My Service Requests"

Once they are in there, they can click on all Service Requests that they submitted and can still edit those variables even though the requests have been closed out. From an ITIL view, if an ITIL user goes back into an RITM after the state has been changed to "closed complete" all of the variables are read only but this is NOT the case for business users at the self service portal view.

[Ankur Bawiskar]

Hi Craig,

Create catalog client script onLoad and for RITM view.

Have following script:

Script:

if(g_form.getValue('state') == '3'){ // 3 means closed complete check in your choice table whether it is same

g_form.setVariablesReadOnly(true); // mark all variables as readonly

}

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks

Ankur

[craigzeleznick]

Ankur,

I just tried this but the fields are still editable.