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.

[akin9]

Hello @Community Alums ,

Sorry for the delay reply!

Yes we can achieve by ACL pls find the below steps.

1. Create new table. none ACL.

2.select Operation - write

3.Name - incident  , field select - impact

Definition 

Restrict based on role, now that particular role only can edit all the time , 

please refer the snap for your reference.

NOTE: If its useful please mark as solution accepted / helpful , it will useful to others.thanks!

[shivangi k]

Hi @akin9 ,

You can check if already there is any UI policy on form which is making it read-only and if yes you can update it as per requirement.

And if no, you can create new ui policy stating that if state is on hold make both these fields read-only false .

Note: ui policy is not applicable onChange, you need to right client script if you want fields to be editable on change of state to onHold.

UI policy works on onSubmit and on Load.

Client Script for OnChange:

var ga= g_form.getValue("state");

if((ga==onhold) || (g_user.hasRole('itil')));  //use value of onHold, g_user.hasRole() hepls to get logged in user role.

{

g_form.setReadOnly('urgency', false); 

g_form.setReadOnly('impact', false); 

}

else{

g_form.setReadOnly('urgency', true); 

g_form.setReadOnly('impact', true); 

}

Please marked helpful if it helped you.

[akin9]

@hello shivangi k,

 Thank you for your quick reply.