When you tried to change an application/records (for example: UI page '$pwd_success), you get a message "This item is read-only based on its protection policy".
Some application code shipped with the ServiceNow system requires special protection like a read-only protection policy which prevents anyone from modifying an application file or its related record.
There are two option:
- create a change request for ServiceNow employee to Disable read-only Protection policy for the application or records.
- Export / edit / re-import, you could follow the steps below: (for example: edit UI page '$pwd_success')
-Export record as XML: You can right click on the header of the UI Page record > Export > XML (This record).
-Adjust changes in XML
-Import XML back into instance: right click on header of the UI Page records > Import XML
You could check out this KB0717297 for an additional example regarding the same.