Fixed by change field editable when incident is closed by Service Manager
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 hours ago
Hi community,
I have spent two days on this requirement and I have to be missing something. The requirement is to allow the Service Managers to edit the 'fixed by change' field when incident is closed (sometime the implementors fail to relate the change to the incident being resolved).
I created two write ACLs
write ACL on the incident table for role = Service Manager, condition = incident_state is closed
write ACL on the incident.rfc for role = Service Manager, condition = incident_state is closed
The issue is that the incident.rfc field becomes ready only for the itil role users (including Service Manager's) when state is NOT closed. I checked and there are NO UI Policies/Client Scripts for this field that would conflict.
I am going insane...I didn't think this would be this difficult to do.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
2 hours ago
anyone have any suggestions?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
2 hours ago - last edited 2 hours ago
You need to create an allow access acl for the itil users. Now you are allowing service managers to allow write on the field when the state is closed. As a result you are blocking that field for write under other circumstances
Something along the likes of:
allow if
write
incident.rfc
role itil
data condition state is not one of closed, canceled
