Incident Backend

[leviii]

Currently the state is set to read only for all users Via UI Policy, all roles are already existing. how can I do it?

the acceptance criteria is:

1. The system should allow chosen roles (IM, MIM and EM) to modify the Incident state, even if they are not assignees. It should apply only to the opened, resolved or canceled tickets.
2. The system shouldn't allow chosen roles (IM, MIM and EM) to reopen Incidents (change status from Closed)
3. ITIL users should be able to change the Incident state directly in the field - ONLY if they are assignees of the ticket!

[Dr Atul G- LNG]

Hi @leviii 

1. The system should allow chosen roles (IM, MIM and EM) to modify the Incident state, even if they are not assignees. It should apply only to the opened, resolved or canceled tickets.

Atul: IM / MIM are like super roles in this domain, and the user who has these roles can easilyt do what to yoi mention, if not able to to create an ACL

1. The system shouldn't allow chosen roles (IM, MIM and EM) to reopen Incidents (change status from Closed)

Atul: OOTB, no user can reopen any incident once it is closed.

1. ITIL users should be able to change the Incident state directly in the field - ONLY if they are assignees of the ticket!

Atul: Create the ACL for same, like is a member of.