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]

@lumyp 
Apologies.. i missed the conditions in your previous reply.
As per OOB ACL, users with the sn_incident_write role can edit the record only when the state is neither 'Closed' nor 'Cancelled'.

Now, you've created a custom ACL with the condition Active = false, which means users will be allowed to make changes when the incident is inactive—that is, when the state is either 'Closed' or 'Cancelled'.

[lumyp]

Hi J Siva

Thanks for your sharing. 

The thing that puzzled me is those OOTB ACLs were there since our instance was provisioned.  Prior to go live, we noticed that Incident fields are still editable after the State is either Closed or Cancelled.  Without creating new ACL, we defined a UI Policy (with script) to set all editable fields to read-only and then set the work_notes field to read-only as false.  We also disable list update, so users can only update Incident records via the form view.  In this way, we allow users to post Work notes for Incidents that are Closed or Cancelled, but not able to update other fields.

However, some time ago, we noticed that users can no longer post Work notes for Closed or Cancelled.  It seems to happen after the instance was upgraded from Washington DC to Xanadu.

[Ankur Bawiskar]

@lumyp 

what debugging did you do?

Did you check any field level WRITE ACL is blocking?

is that user able to edit any field on closed record?

If my response helped please mark it correct and close the thread so that it benefits future readers.