Allow fields to be editable after the incident is closed using ACL

[SamuelTse]

I was tasked to allow work notes field to be editable after an incident is closed. I read a few postings here and believe the following logic would work:

1. Allow - incident.[none]
2. Deny - incident.*
3. Allow - incident.work_notes

However, it doesn't work for me because of the existing ACLs, particularly the two incident.[none] write ACLs. I tested this theory in another custom app that I made and it works fine, just doesn't work for incident.

Any idea what needs to be done to have work notes editable after the incident is closed and not affecting the existing ACLs?

Thanks,

Sam

[SamuelTse]

I have been testing through impersnating an ITIL user so the Admin Overrides checkbox shouldn't be the cause (I could be wrong of course). I tried adding the ITIL role as well, but the result is the same. I notice theproblem maybe coming from incident.* ACL rules. It doesn't seem to lock down the form, or get called. I just simple put answer=false; in the script textbox.

Any idea what I did wrong?

Thanks,

Sam

[Nick65]

Have you tried to turn the ACL debugger on and look for the ACL thats blocking the work notes?

[Chiranjeevi Go1]

Hi Samuel, Could you please let me know if you managed to correct this functionality. If yes, please let us know the steps as I am also working on the same requirement and the 'Comments' field getting enabled on closed incidents instead of the work_notes?

Thanks,

Rohit

[SamuelTse]

Hi Rohit

We did not come up with the solution since it was no longer a requirement. However, I don't think i came up with the solution either. As far as I remember, there is a OOB ACL that will disable the entire incident after it is closed. You will have to modify the OOB ACL to make this happen or in a sense, you will have to abandon all OOB ACL for Incident and create your own based on your requirement, which i was hesitant to do. It has been a while and I could be wrong with my assumption, but I couldn't find a way to do it easily.

Sorry that I can't be more helpful

Sam

[Dave Smith1]

You will have to modify the OOB ACL to make this happen or in a sense, you will have to abandon all OOB ACL for Incident and create your own based on your requirement, which i was hesitant to do.

Although this is somewhat old, it bears thinking that an ACL contains three parts: object, operation and role.   You mention "allow" and "deny" but don't actually say what operation is allowed.

I agree with your hesitancy - not just about modifying baseline functionality, but the reasons behind amending historical records.   For some organisations, that's considered a policy violation and could incur legal action - at the very least it would be embarrassing to hear someone has the possibility of amending details after the record is deemed closed.