Allow Title/Subject field to be edited by end user

Pat_Mitchell

Hello,  All analysts are able to modify an existing ticket, description & title.  Is it possible to give the same rights to end users?  If so, how is this accomplished?   Thank you

james_kleinschnitz

Hi Pat,

Custom forms can be mapped to AD Groups via admin settings in portal, so that you can define different custom forms for different AD Groups. You can read more about this feature in this KB Article:
https://support.cireson.com/KnowledgeBase/View/51#/

James

Brett_Moffett

This would be a two step process.
Give a SCSM User Role edit access to IR's then use JScript to find users in this role and set the IR form fields to disabled in the Portal. (Leaving the Title field enabled of course)

This would get you the desired outcome, however, if that user ever then logged on to the SCSM console they would have full edit rights over IR's so that wouldn't be very desirable, however if that user does not have the console installed you would shield them from that.

Hope this helps

Geoff_Ross

Hi Pat,

It is possible but I would recommend using the action log for users to update tickets rather than editing the title or description. That way you get a full log of updates, and it's possible to notify the analyst of any updates.

If you do want to proceed, you can just edit the DefaultUser work item forms and remove the 'disabled: true' from the fields you want users to be able to edit.

Let me know if you need more detail on that.

Geoff

Pat_Mitchell

Hi Geoff,  Thank you for your response.  I'm afraid I wasn't specific enough.  My AVP is requesting that any  member of the MANAGEMENT team (outside of IT) be able to update the Title field within the portal.  I do understand it would be better to use the comments but that's not what he is asking for.  Your suggestion to remove the "disabled true", I'm guessing, would give that ability to ALL end users.  If there a way to isolate it to a certain group outside of IT.   Thank you!   Pat

james_kleinschnitz

Hi Pat,

Custom forms can be mapped to AD Groups via admin settings in portal, so that you can define different custom forms for different AD Groups. You can read more about this feature in this KB Article:
https://support.cireson.com/KnowledgeBase/View/51#/

James

Brett_Moffett

This would be a two step process.
Give a SCSM User Role edit access to IR's then use JScript to find users in this role and set the IR form fields to disabled in the Portal. (Leaving the Title field enabled of course)

This would get you the desired outcome, however, if that user ever then logged on to the SCSM console they would have full edit rights over IR's so that wouldn't be very desirable, however if that user does not have the console installed you would shield them from that.

Hope this helps

Pat_Mitchell

Thank you all for your input.  This information will help me out in this situation.

Pat