Is it okay to ask the requester to input a description of the incident?

[Tetsuya3]

Hello,

I want the requester to input a description of the incident, but there is an ACL restriction that only allows fulfillers to use it. Is it okay to remove this restriction? Would taking this action result in a violation of the license?

Thanks in advance,

Tetsuya

[Harish KM]

Hi @Tetsuya3 requestor are end users and they are not allowed to edit fields directly, to update on incident they should have itil or incident role which will impact license.

How incidents are submitted? you could use a variable to ask question to the end user and map that variable to description via record producer

[Tetsuya3]

Thank you.

Is it still not allowed to input data even if there are no updates?

Regards,

Tetsuya

[Harish KM]

Hi @Tetsuya3 Service desk agent who is working on this incident or fulfiller can update description on behalf of requestor