Marking the product offering characteristics as read only when placing the customer order in CSM/FSM

snehapatel
Tera Contributor

yesterday

Hi,

 

I have a product offering characteristics which is of type text and has some default value. The requirement is that it should be shown to the agent as non-editable field when placing the customer order from CSM/FSM workspace. I have marked customer input required = true & mandatory = true against the product offering characteristic. How to make the field read only so that agent cannot change it.

 

Thanks,

Sneha

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2 REPLIES 2

d_17
Tera Expert

yesterday

Hi  ,

Setting Customer input required = true means the characteristic must be editable, because the system expects the user (agent or customer) to provide a value. That’s why the agent can change it.

 

Update the Product Offering Characteristic

On the Product Offering Characteristic record: set Customer input required to false

 

Enforce read-only via UI Policy (Workspace-compatible)

 

Create a UI Policy on the Order Line Item Characteristic table (the table used for order characteristics in your OM setup):

Condition: identify the specific characteristic (e.g. by name or sys_id)

Action:

Set the characteristic value field to Read-only = true

Ensure:

Applies to Workspace is enabled

Workspaces do honor UI Policies, unlike classic Client Scripts.

 

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Me Being Mustaq
Tera Guru

21 hours ago

Hi @snehapatel ,

 

Make that characteristic non-editable by configuring it as system-provided (no customer input) on the product offering and, if needed, enforcing read-only in the workspace via UI Builder/client state

  • Understand current behavior
  • Catalog-side configuration
  • UI Builder / Workspace configuration
  • Scripted enforcement (if supported in your version)

  • Model the characteristic as system-driven (no customer input) and keep its default value at the product offering level.​

  • In workspace, render it as a label/read-only text via UI Builder so agents can see but not modify it

 

Please refer to the below link:-

https://www.servicenow.com/docs/bundle/zurich-order-management/page/product/tmt-order-mgt/task/add-c...

 

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik

 

 

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