Service request status field list of values need to be restricted

Summary:

Hi All,

We have a requirement where we need to restrict the values displayed in the service request status field based on who is accessing the service request. Employees using ESS and MSS can only select the Status of “In Progress” or “Resolve”. They cannot select “New” or “Waiting”.

A possible solution of having different detail page layouts based on roles and with custom status field for each of the layouts was discussed. But we are not going ahead with the solution as the status field is being referenced in multiple places and it will cause issues in integration.