How You Set Up a Role With Read-Only Access to Service Request Header and Service Request Messages

Here's how you set up a role that has read-only access to the service request (SR) header and SR messages.

To make the SR header and SR messages read-only for a user, remove the following privileges from the user:

• Edit Service Request

• Compose Customer Message

• Compose Internal Note

• Compose Response

• Forward Service Request

After you remove these privileges from a user's role, the following actions won't be available on the SR (in addition to the SR header read-only restrictions):

• Forward

• Internal Note

• Response