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Is it possible to hide the "Edit SR Details" icon for Employees using VBCS?

in Help Desk 9 comments

Summary:

We are trying to hide the "Edit SR Details" icon on the HR Help Desk SR page for the employee. In VBCS, we are unable to achieve this customization. Can anyone confirm if this is feasible, and how it can be achieved?

Content (please ensure you mask any confidential information):

When an employee access the SR that he has raised (Help Desk > My Help > Open any SR created by user), he is able to click on the "Edit SR Details" icon. In this page, the employee can edit mulitple fields such as Status, Severity, Category etc. This is not desirable, and hence we need to hide this icon for employee. In VBCS, we are unable to hide this icon.

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