Is there a security rule that prevents certain users from seeing state number 7 on incidents?

[Navaneeth1]

I created a custom application inheriting the incident table. The state shows all the states for the admin of the platform/developer. However, any user with only the itil role can not see the Resolved state which has a value of 7. They can see every other state and can modify the records as they please.

Could someone please let me know of a way around this?

Thank you!

[Dr Atul G- LNG]

Yes, 7 is a closed state, OOTB and yes it is not recommended to use this state by agents. System auto closes the incident after 7 days as per OOTB property.

You need override this, in you table. or create a same choice with other value and build your logic on same. 

[Navaneeth1]

Hey @Dr Atul G- LNG ,

Thank you for the response! Could you please let me know how I can override this? I'd like to keep the value as 7 itself.

[Dr Atul G- LNG]

Hi @Navaneeth1 

Do you want, that closed 7 can be used by your user in the new table module?

But what is use of same mate. bcz changing in OOTB will create issue ( we need to write script and need to create new choice on new table)

[Navaneeth1]

@Dr Atul G- LNG 

I already have used that state for SLAs, module customizations etc. and yes, I'd like to give my users access to that state 7. Could you please let me know how that can be done?