Secure the Business Unit Field on a Service Request

Let's say you want to restrict users with certain job roles from changing the business unit (BU) while editing a service request (SR). You can secure the BU field on the SR object by using the Update Service Request Business Unit privilege.

If you remove this privilege from the listed job roles, users with these roles can't change the BU of the SR.

The following predefined job roles can change the BU when they edit an SR:

• Customer Service Representative

• Customer Service Manager

• Sales Manager

• Sales Representative

• Sales VP

• Customer Relationship Management Application Administrator

• Sales Administrator

• Channel Account Manager

• Channel Operations Manager

• Channel Sales Manager

Remove the Update Service Request Business Unit Privilege

If you remove the Update Service Request Business Unit privilege from the job roles mentioned in the previous list, users with those roles can't change the BU of the SR when editing.

Note: You can remove the Update Service Request Business Unit privilege from a user's job role only if you had granted one of the predefined service job roles from the previous list to each of your users.

To remove the Update Service Request Business Unit privilege from a user's job role, perform the following steps in Security Console:

1. From the previous list of job roles, copy the predefined job role that's granted to the user. This predefined job role should have one of the following duty roles:

   • Service Request Administrator

   • Service Request Power User

   • Service Request Troubleshooter

   • Service Request Contributor

   • Service Request Channel User

2. Copy the duty role that's already granted to the copied job role.

3. Edit the copied duty role and remove the Update Service Request Business Unit privilege from the role.

4. Edit the previously copied job role. Remove the service duty role that you copied to create a custom duty role.

5. Add the custom duty role to the copied job role.

6. Remove the previously granted predefined service job role from the user.

7. Grant the new custom job role to the user.

If you have custom roles for your users, complete the following steps to remove the Update Service Request Business Unit privilege from the user's job role:

1. Identify the custom role that has the Update Service Request Business Unit privilege.

2. Remove the Update Service Request Business Unit privilege from the role.