Not able to change anything on the incident created via particular catalog item

[ektamestri]

Hi All,

We have encountered an issue where when an incident is raised via abc catalog item, major incident and post incident review section appears on default view and we cannot make any changes on the form.  This is happening only for incident raised with abc catalog item.  When view changed to major incidents, then we are able to make changes on the incident and also the sections major incident and post incident review dont appear there.  We have checked catalog ui policies, client scripts of the abc catalog item, but could not find anything.

Does anybody have any suggestion on this issue.

Thanks

[Tanushree Maiti]

Hi @ektamestri 

Check in record producer  if via producer script you are setting incident's assignment group.

If yes,

Check the Write ACL for the Incident table. If any condition is defined and the incident is assigned to that  specific assignment group, then only users with the required ACL role will be able to edit it.

[Venky Kshatriy2]

Hi @ektamestri  Please be aware that there are role restrictions for viewing. Kindly review these as well. If this does not resolve your issue, please provide screenshots for further clarification.

[Ankur Bawiskar]

@ektamestri 

where in native or SOW?

share some screenshots on what's happening now and what should happen ideally

[ektamestri]

The issue is in native.  Ideally, "Major Incident" and "Post Incident Report" sections should appear only when it is major incident (major_incident_state="accepted"), but in our case in default view these sections appear even when it is not major incident.  Also, nobody with any role is able to make any changes on the incident form, only when we try to post additional comments from portal, they appear on the form.   Also, when only the view is changed to "major incident" then the we are able to make changes on the form, like putting work notes, changing "assigned to" etc.   P.S. incidents are not major incidents in any case here.