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Permision on Information and Solution Fields

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Fayaz_Ahmad
Honored Contributor.

Permision on Information and Solution Fields

Dear Friends,
My requirement is on a service call if any SD user has updated the call , I mean write info in Information and Solution filed and save it.
No one SD user should be able to delete the info , but should be able to append info( I mean can write if required)
Your suggestions will be appreciated and awarded by points.
Thanks a lot.

7 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Permision on Information and Solution Fields

Hi there,

The way to do this is to use a custom field and when someone puts something in Information, a DB rule concatenates this into the custom field to add to what is already there. Then you make this custom field read-only - then no one can delete it but they can add info to it by tyoing in the Information field.

If you search this forum for the word concatenate you can find details on how to use it.

Hope this helps, Ruth
http://www.teamultra.net
Fayaz_Ahmad
Honored Contributor.

Re: Permision on Information and Solution Fields

Very very thanks for the reply,
Could you please send me the procedure or hints with snap, I mean which custom filed and how.
DB rule and concatenate idea I have.
How to make any custom filed read only?
Waiting for your kind reply.
Regds
Fayaz.
Fayaz_Ahmad
Honored Contributor.

Re: Permision on Information and Solution Fields

Hi,
Now once the data is copied from Information Filed to test Field by concatenate procedure.
here how I can make my new custom filed "test" as read only.
I have service desk 5.1 on win.

Rdgs
Fayaz
Ruth Porter
Acclaimed Contributor.
Solution

Re: Permision on Information and Solution Fields

Hi there,

See http://forums11.itrc.hp.com/service/forums/questionanswer.do?threadId=1112232 for advice on using concatenate.

To make the new field readonly, go to OV Config>Data>Required Fields>Service Call and then select your new field and use the Read only option to set it as read only.

Hope this helps, Ruth
http://www.teamultra.net
Fayaz_Ahmad
Honored Contributor.

Re: Permision on Information and Solution Fields

OK thx now test filed read only.

now my requirement is
1. update the data from Information filed to test filed
2. test filed shd be read only to all
3. same time make Information filed empty.
4. SD should follow this till call status has been changed from Status Registered or new or inprogress or ... till closed.

Hope it will go through.
Thx once again, if required will get back to you.

Ruth Porter
Acclaimed Contributor.

Re: Permision on Information and Solution Fields

Hi there,

To make Information field empty, just use function "Make empty" once you have concatenated this into test field.
.
To make this happen only for some statuses just add suitable conditions to the DB rule(s).

Hope this helps, Ruth
http://www.teamultra.net
Fayaz_Ahmad
Honored Contributor.

Re: Permision on Information and Solution Fields

Hi Ruth,
Now every thing is working fine, but when the SD users login(NOC and heldesk) they can not see this new Group, snap is enclosed.
Even if I will log on via system on different PC I can see the new customised things.
How I can make this new Group availabile for every SD user.
Regds
Fayaz