Other group users when changes 'Service' does not change the 'Urgency' criticality

[rishabh31]

Dear Team,

There is an onChange Client Script in the Incident table which enables onChange of 'Service' (business_service) change the 'Urgency' (urgency) field criticality (below is the script screenshot)

Now, since there is an ACL as well which is working like if the current Loggedin User is a member of Group ITCC then only they can write the field 'Urgency' through role 'sn_incident_write', the rest of any other group member will not be able to write the 'Urgency' (for other group members, 'Urgency' becomes Read-Only) (refer below screenshot)

But this ACL impacts the functionality of onChange Client Script because when other group members change the selected 'Service' (business_service) on the Incident record then 'Urgency' does not reflect the changed urgency business criticality i.e., it remains fixed/unchanged (which is not desirable) while it works fine for ITCC group members (as currently logged in user) and admins i.e., only these ITCC Grp Members and admins can able to see the changed Urgency on change of Selected 'Service'.

Now what is needed here is that other group members (users) should also observe the change in Urgency on the change of Service (due to the above client script) while keeping the Urgency field on 'Read Only' (due to the above ACL) and for ITCC and Admins it should work as it is.

Requesting please help here with any modifications on the onChange Client Script or any other advice through which this above requirement can be acheived.

Thanks in advance

[rishabh31]

@Mark Manders Sir thanks for the explanation and make me understand what went wrong here.

I am okay with your suggestion to use either scripted UI policy or client script and make ACL disable.

But could you please with the either of them so that I can try

[RoRoKT]

Hey @rishabh31,

I tried replicating the onchange client scirpt with the ACL on urgency. The onChange client scirpt still works even if there is a write acl restricting the editing of the field. There seems no way client scirpt stops working due to ACL.

[rishabh31]

@RoRoKT I rechecked and found it is working fine but what is the issue here is that onchanging the Service it reflects change in Urgency but when saving the record it reverted to the old urgency value only, which is not desirable.