I'm currently developing a request offering that requires a field to be updated by the service desk analyst after the end user has submitted the request.
The end-user should not see the field (nor would they know how to complete them), however the information is required for down-stream tasks so needs to be updated by the service desk before the tasks are created.
I've created a parameter field that is not visible to the Self Service user, hence is visible to the Service Desk Analyst, and want to be able to make this field editable by a non-Self Service user, but not other fields on the form.
I have tried using an Update block and an expression on the 'Template Editable' field but cannot get it to work dependent on the role of the current user as it is always editable. I gaterh from support that this is because the current user is actually 'InternalServices' so the role is not relevant.
How could I do this for a specific parameter?
So I have some more general questions coming out of this:
1. Do you allow your service request parameters to be updated after the service request has been created?
2. If you do, how do ensure that only the correct people are able to update the parameter fields and limit which fields can be edited?
3. If you don't, how do you manage service requests that need additional information to be provided to technical teams that the end-user would not know, and require some human intervention so cannot easily be auto-populated?
Any help would be greatly appreciated!