Removing Read Only Setting from Fields

[mdidrikson]

Hello,
We have a UI Policy that sets many of the fields on our Incident records to read-only once the record has been set to 'Closed'. I wanted to remove the read only setting from one of the fields on the form and did so in the UI Policy. I see the update just fine when I am logged in as an Admin user, but when I login as a normal user, the field remains in a read-only state.

Any ideas why this would be happening? I've searched through other code and have not found where this field could be getting set as read-only.

Thanks!

Mark Didrikson

[bdr529]

You may have the Best Practices plug-in installed, it sounds?

http://wiki.service-now.com/index.php?title=Best_Practice_-_Incident_Resolution_Workflow#004_Reopen

[bdr529]

Looks like it's probably an ACL that's doing this... try right-clicking in an Inc form or list and Personalize > Security Rules. The one for Incident (nothing after it) and Write operation indicates that as long as the ticket is Not Closed then write access is available - but it probably also has the Admin Override box checked, which is why your admin can still write to it after closed.

Hope this helps get you started!

Tim

[Brad Tilton]

I would look at any Access Controls being applied to that field by right clicking and selecting Show Security Rules.
http://wiki.service-now.com/index.php?title=Using_Access_Control_Rules

[benn23]

Check access control records against the incident table. It sounds like there's an 'incident write' that prevents non-admins from modifying once the state is closed.