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

SamuelTse
Tera Guru

‎01-15-2015 09:15 AM

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

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kenrempe
Kilo Expert
In response to Chiranjeevi Go1

‎11-08-2017 12:44 PM

Hi Chiran, did you get this to work.   We are looking to do same but with work_notes.   On our instance and I dont see why, the work_notes (or comments) field is not visible on a closed Incident for an ITIL user.   Others fields are visible but not editable, Due to record ACL if CLOSED.



Looked at UI Policies, Client Scripts, BRs to see what is setting the field to not be visible.



Thanks, Ken


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