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SDM: Can the fields of a newly created Change order template be locked down

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Article ID: 145774

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

Issue/Introduction

Is it possible to lock out a given field from editing once the given field has been populated and the ticket has been created?

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

Resolution

Selective field lockdowns on a ticket would require further field customisation, noting that in the detail_chg.htmpl or detail_cr.htmpl, logic would need to be developed with the following pseudocode:

if <condition has been met to allow the field to be editable> then
display field as an edit box
else
display field as a read-only box

The above is not a supported customisation for form changes within Service Desk.