incident urgency and priority

[akin9]

Hello Exports,

Normally ITIL user can able to change the urgency and priority of the incidents.

but same we want to give access to ext_itil role users also.

please support to achieve this.

Eg

If state is onhold ext_itil roles users not able to change the priority,urgency and impact.

[Community Alums]

Hi @akin9 ,

 Check any UI policy on the field"Change Request", as OOTB it's not read only:

Also, what do you mean by "ext_itil" role? can you share a screenshot with a user having this role?

[Heena 1011 · Accepted solution]

Hi @akin9 ,

You can create two ACL on incident table on urgency and Impact field with write operation with condition state is onhold

and add role ext_itil .
Then ext_itil user also able to edit urgency and Impact.

Note: No need to write any acl or rule over priority field , priority field auto calculate when impact and urgency changed.

Please mark the answer correct/helpful based on Impact.
Regards,

Heena Sharma

[akin9]

Hello @Heena 1011 ,

Its working fine for me. Thank you for your quick reply.

[Community Alums]

Hi @akin9 ,

I have a requirement if the user having "priority" role he can only edit ( impact/urgency ) fields rest of user it needs to be readonly.

Note: I have achieved this requirement using client script but it is only working after every time doing login only.

can you help me with this requirement using ACL'S ?

Regards 

Jyothinath P