Hi mjs9,
There are likely a few things I'd do for this.
1) There is a OOTB UI policy called 'Make fields read-only on close' that needs to be updated by changing the action for the work_notes field:
I try to never touch default ACLs when possible, so creating new ones should give your users the permissions they need. Granted, the OOTB ones could be adjusted for this, but the new ones can be deactivated to return completely back to OOTB, if desired.
2) Firstly, a row-level ACL to allow write to the closed incidents:
3) Next, a field-level ACL - to restrict write access to all the fields on closures (*)
4) Lastly, a specific ACL for work_notes to allow write on closures.
You may find other fields that will need ACLs, and there may also be other logic specific to your instances to work through, but this should be a good start. This was not in-depth research on my part, so be sure to test thoroughly!
Hope this helps!
-Rick
Hi mjs9,
There are likely a few things I'd do for this.
1) There is a OOTB UI policy called 'Make fields read-only on close' that needs to be updated by changing the action for the work_notes field:
I try to never touch default ACLs when possible, so creating new ones should give your users the permissions they need. Granted, the OOTB ones could be adjusted for this, but the new ones can be deactivated to return completely back to OOTB, if desired.
2) Firstly, a row-level ACL to allow write to the closed incidents:
3) Next, a field-level ACL - to restrict write access to all the fields on closures (*)
4) Lastly, a specific ACL for work_notes to allow write on closures.
You may find other fields that will need ACLs, and there may also be other logic specific to your instances to work through, but this should be a good start. This was not in-depth research on my part, so be sure to test thoroughly!
Hope this helps!
-Rick
