How to make a read-only variable field editable

[Matt McGarvey]

Hi Community,

We have a catalog item active which is used for the leaver process. In that catalog item online form we ask two questions about providing details for any employees who will either need access to this leaving employees emails or documents on their laptop once they've left the business, below are the variable names for those questions:

- Employee's name who needs email access (employees_name_leavers_ref)
- Employee's name who needs document access (employees_name_computer_ref)

My question is how do we make these variable fields accessible/ editable after the form has been submitted and arrives in ServiceNow as a RITM?

At the moment both of these fields are read-only when viewed either in the RITM or the associated SCTASK's. However, we need them to not be read-only as we have had a request from our Field Support Agents saying that they need to be able to type in these fields, post-submission.

How do we do that for JUST these two variables? I suspect a UI Policy/ UI Policies are going to be my best bet, but some guidance on a scripted/ non scripted approach would be greatly appreciated!

[Ankur Bawiskar · Accepted solution]

@Matt McGarvey 

how are you making them read-only? via catalog UI policy?

If yes then you can update that catalog UI policy and ensure you uncheck these 2 applies on "Requested Item" and "Catalog Tasks"

This will ensure the catalog ui policy doesn't run on RITM and SC Task records

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