SPM Demand (dmn_demand) — Add work notes to closed demand by non-admin users (OOTB solution?)

[崚太郎八]

Hello,

We are using ServiceNow Zurich with SPM Demand Management (dmn_demand table).

After a demand is closed (Closed Complete), we would like specific users (PMO admin group) to be able to add work notes only for correction history purposes. All other fields should remain read-only.

Current situation:

• The PMO admin group has it_demand_discuss_admin role assigned

• When impersonating a user in this group, the work notes input field does not appear on closed demands

• Admin users can see and enter work notes regardless of demand status

Questions:

1. Is there an OOTB role that allows adding work notes to a closed dmn_demand record without admin privileges?

2. If not, what is the recommended minimal customization approach to achieve this — ideally without ACL changes that could affect upgrade stability?

Any guidance would be appreciated. Thank you.

[Namita Mishra]

Hi @Tanushree Maiti ,

okay this is the same point that I also mentioned that out of the box they can update even after the demand is closed.

I got confused by your response:

 there is no  Out-of-the-Box (OOTB) role that allows non-admin users to edit a closed Demand record. Once demand record is closed , it would ReadOnly.

2) Check Existing UI policy 

but if you also meant that after closing the demand, the work notes can be updated then you and I are mentioning the same point. In this case, I don't have any question.

To your point - "There might be some customization involved, possibly a customized UI policy." --- Yes, this is what I mentioned in my first response; please check with the pps_admin of that organization they might have done some tweak to make it read-only.

Thank You!

Namita Mishra 

[崚太郎八]

Thank you both for your responses.
After further investigation, I found the root cause: a customized record-level write ACL on dmn_demand that blocks all write operations (including work notes) when the demand is in a closed state.
This confirmed that the restriction is not from an OOTB UI Policy, as @Namita Mishra noted — OOTB behavior does allow work notes on closed demands
We will discuss with the client whether to create a field-level ACL for dmn_demand.work_notes to allow specific roles to post work notes even in closed states.
Thank you for pointing me in the right direction!