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

[snehapatel]

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

[d_17]

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.

[Me Being Mustaq]

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)

Recommended combination

• 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

[MalayanurKR]

@snehapatel :

One can use Open state management extension point  to do certain actions when showing chars on CSM FSM workspace.