Within a service request all fields (including custom fields) are locked after the first approval is requested.
We use custom fields for the assignment to a cost center and product group. In some cases users request items for different cost centers, so we cannot use a user related field.
If the information entered is wrong and the manager receives an approval request he has no possibility to change it. Adding comments makes it confusing when using reports, because the custom field still has the wrong information.
There should be a way that custom fields in service items can be changed afterwards.
Could be solved by one of the following settings:
- additional option when creating the custom fields.
- special permission role that allows agents to change custom fields even if an approval has been requested or approved.
- option on action "request approval" in workflow automator: "do not lock custom fields".