ITIL user unable to delete attachment when incident is closed/cancelled

[Ashwin Perumal1]

Hello All,
I could see that a user with itil role not able to delete attachment from portal or from backend view when Incident is closed or cancelled. I wanted to know how this configuration is ocuuring..I am not able to see any relevant code for this configuration in any widgets or any other scripts for backend view. 
Similarly I checked for request but for request itil users able to delete or edit attachment even when request is  closed complete/closed incomplete.

Can anyone help me where this configuration is hidden instance. I am curious to know how could for incident alone for itil users not able to delete/edit attachment when incident is closed/cancelled.

[swathisarang98 · Accepted solution]

@Ashwin Perumal1 , i tried this in my pdi for some reason the deactivation was still making the acl to work, try cache.do it didn't work for me ,

It worked  when i removed the condition like state is not one of in both acl so try to do that or create a new acl Incident none, operation = write and just give role itil this will also work.

Let me know if this also doesn't work for you ?

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Ashwin Perumal1]

Hi Swathi,
Great, Thanks  when I removed the filter condition I was able to see button for attachment in incident for closed/cancelled state. Similarly for request item I made fields read only in closed complete/closed incomplete. In that case my fields are ready but still I am able to edit/remove in closed/incomplete state of ritm. How can i make  users in restricting the attachment to be dited or removed when ritm is closed complete or closed incomplete. Can you pls guide me on this.Thanks in advance

[swathisarang98]

@Ashwin Perumal1 ,

Could you please close the thread for this post by accepting solution to appropriate answer and create a new thread ask your question and tag me there .

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Felipe Carvalho]

Yes a client script onLoad for example in closed state prevent removing attachments, script:

function onLoad() {

    if (g_form.getValue('state') == '3') {

        g_form.disableAttachments();

    }

}