Incident management not able to Propose Major Incident when incident is in Resolved or close state

[kinjal1]

HI,

As an incident manager, I am not able to Propose Major Incident when incident state is in Resolve or Closed state and showing Message :  Action not Authorized.

How do I make it Authorized so that it can propose as Major incident even in resolved/closed state?

Thanks,

Kinjal

[sachin_namjoshi]

You can propose major incident provided your have access as per security rules configured on incident table on your instance.

Regards,

Sachin

[kinjal1]

I have access and I can propose major incident in New and In-progress state but just not in Resolved and closed state

[ServiceNow26]

Hello Kinjal,

Please review this link ITIL best practice.  Per ITIL best practice you are not allowed to change or modify the incident that is in a resolved/closed state.   In order to change the incident you need to Reopen the incident.

Reopen incidents

• Closed incidents are read-only for non-administrators.
• Users with the itil role cannot reopen closed incidents.
• ESS users have a Reopen Incident button on resolved Incidents.

If an incident is reopened by a user after it was resolved, the Last reopened by and the Last reopened at fields are automatically populated with the name of the person who reopened it and the date and time when the incident is reopened. During audit, this information helps you to generate various reports for reopened incidents.

In the Incident form, there is an existing field named Reopen count. For upgrade users, the existing incidents may already have some non-zero values in the Reopen count field while the values in the new fields, Last reopened by and the Last reopened at, are null. For incidents that are reopened after upgrade, the Last reopened by and the Last reopened atfields are populated.

Hope this helps,

Ramon

[kinjal1 · Accepted solution]

From the Major incident UI action calling out of box Script Include "MajorIncidentTriggerRulesSNC" which is Read only based and I copied that script include into "MajorIncidentTriggerRules"and modified required function.  Now I can Propose/ Reject/ Accept major incident even in Resolved and closed state too. 

https://community.servicenow.com/community?id=community_question&sys_id=f6d5924f1b154c10a59033f2cd4bcbf5&view_source=searchResult