How You Set Up a Role With Read-Only Access to Service Request 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:
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Edit Service Request
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Compose Customer Message
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Compose Internal Note
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Compose Response
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):
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Internal Note
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Response