Cannot post Work notes after Incident or Problem is Closed (or active = false)

[lumyp]

Users with roles 'itil', or 'sn_incident_write' and 'sn_problem_write' were able to post Work notes after the Incident or Problem record was Closed.

It seems that after upgrading to Xanadu, users cannot post Work notes after the Incident or Problem record was closed.  However, users can still post Work notes after Change Request or Requested Item record was closed.

I have checked the ACLs and UI Policies and there is anything that is causing the above issue.

Does anyone encounter the same issue?

[J Siva]

Hi @lumyp 
There's one OOB table level write ACL, which blocks the users (non-admins) from updating the closed records.
Regards,
Siva

[lumyp]

The above OOB ACL already existing way before our go-live.

Moreover, there is also the following ACL.

Shouldn't the above ACLs make the work_notes field accessible by users (with the desired role), while the rest of the fields in the record are no longer editable when Incident is Closed or Cancelled?

[J Siva]

Hi @lumyp 
Based on the above ACLs, users with the sn_incident_write role should be able to post work notes. Have you tried using the Access Analyzer feature to identify what might be preventing them from updating the work notes?
Reards,
Siva

[lumyp]

In the above Access Analyzer which contains all the OOTB ACLs, it shows that the field level ACL for work_notes is skipped, hence the user is not able to post any Work notes.

However, after I have added a new table level ACL where active=false (see below), the desired outcome is achieved.