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

Here's how you set up a role that has read-only access to a service request (SR), but still be able to add SR messages such as Customer Entry, Response, Forward to the SR.

To make the SR read-only for a user, remove the Edit Service Request privilege from the user. After you remove the Edit Service Request privilege from a user's role:

• The user won't be able to edit these elements of the SR:

  • SR contacts

  • SR team members

  • Add or delete attachments

• The user won't be able to take the following actions on the SR List pages:

• The following actions will be will be available through the Action Bar:

  • Copy

  • Internal Note

  • Response

Note:

• A user won't be able to search for Knowledge articles or link articles to the SR. But if the user has the privilege to compose messages on the SR, the user would be able to insert existing linked articles to an SR message.