question How to Enable description field to writable for no role employees in Virtual Agent forum

How to Enable description field to writable for no role employees

Community Alums — Tue, 25 Feb 2025 17:08:08 GMT

How to enable description field to writable for no role employees

Incident self service view
When I imporsinate with "No role" ie employee with no role- default funactionality discription is read only
I want to make it to writeable for no role employee in self service view

Please help me with steps

Thanks

Re: How to Enable description field to writable for no role employees

Dominik Simunek — Tue, 25 Feb 2025 17:44:27 GMT

You will need to create "field-level ACL" incident.description without any role.

Re: How to Enable description field to writable for no role employees

Rohit Singh — Tue, 25 Feb 2025 17:47:08 GMT

Hi @Community Alums,

1. Navigate to ACL Table.

2. Search for ACL Name (incident.description) and Operation = Write

3. Remove the role.

4. In Data Condition (Caller is gs.getUserID())

5. Make sure you elevate the role to Security admin from top left profile, to edit ACL record.

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

P.S: In production please be very careful to make any changes in the ACL and consult Technical Architect before making any changes.

Regards,

Rohit

Re: How to Enable description field to writable for no role employees

Community Alums — Tue, 25 Feb 2025 20:18:03 GMT

Hi Dominik Simunek, I am unable to Save/add ACl without No role its not allowing to save - Mandatory

Re: How to Enable description field to writable for no role employees

Community Alums — Tue, 25 Feb 2025 20:19:33 GMT

Hi Rohit Singh3
No luck its still read only

Re: How to Enable description field to writable for no role employees

Dominik Simunek — Tue, 25 Feb 2025 20:24:59 GMT

If you have Explicit Roles, then add snc_internal role. If that does not work, then notice that Caller field is editable. Find ACL write on incident.caller_id and try to replicate the same for incident.description. For debugging use Access Analyzer. I am sorry that I cannot provide more tested solution, but answering from my phone without an option to test it myself now.

Re: How to Enable description field to writable for no role employees

Community Alums — Tue, 25 Feb 2025 21:35:16 GMT

Under role we can Include Snc_internal

Then under data condition

1.caller is javascript&colon;gs.getUserID()
or 2. Opened by is javascript&colon;gs.getUserID()