Stop editing Filed for Service desk agent

Mohamed Saad Taha

Dears.

Iam using JSM datacenter version and I want to control editing certain filed EX: (Line manager) even from JSM agent after issue opened ?

Kristopher Perez

This needs to be adjusted at the Screen Scheme level.

Remember that each issue type has a screen scheme associated with it, and the operators are "Default" (All functions not defined), Create, Edit, View.

You can leave the field on the Create and View operator and remove it from the Edit operator.  This will entail copying the screen with all the fields currently on it, remove the field on the copied screen, and finally adjust the screen scheme.

This will render the field uneditable by everyone post creation.

As a bonus, if you need the field editable by a few select people, you can leverage a specific transition with a condition (say users in a group or role are the only ones who can use the transition) and add the Default screen to it so there is a bit of flexibility for a few select people.

Hope that helps.

Kris