Variables are not editable in agent workspace

Akshay Kumar3
Tera Contributor

‎03-01-2023 01:50 AM

We have added incident variable editor section in agent workspace incident form. But these variables are readonly for non admin users. Could anyone suggest on this please?

 

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Priyanka0402
Mega Sage
Mega Sage

‎03-01-2023 11:43 PM

Hi @Akshay Kumar3

 

Check your user roles and permissions to ensure that non-admin users have the appropriate permissions to edit incident variables. If necessary, update their roles and permissions to enable them to make changes to incident variables.

Please check the link and edit the roles you want to give edit access to,  https://yourdev.service-now.com/now/nav/ui/classic/params/target/sys_aw_list.do%3Fsys_id%3D9628a6eba...  

 

Also,check if there is any filed level ACL or  you could use this approach, you could create a custom field that non-admin users can edit, and use a trigger or automation to update the incident variable based on the value of the custom field but this is not the Best practise.

 

Please mark my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Priyanka

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