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

[benn23]

Here are the culprits
https://demo13.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=66ecaf4d0a0a0b010029ce5027a8d56f
https://demo13.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=66ec26370a0a0b0100a67b597d415b84

Disable the first one and remove the condition from the 2nd one and you should be good to go.

[mdidrikson]

Thanks for the responses! Working with the Access Controls I was able to get around our issue.

Thank you again.

Mark

[Marc_Heyvaert]

For the sake of ex-post quality control and to help problem management, we would like to amend/change some fields in closed incident records: ci, categroy, subcategory, worknotes. And it should be possible to add attachements too. None of this is possible right now and it seems that the Best Practice Incident Resolution Wokflow plugin is to blame. Admin should be able to do it anyway, because all the related acl's in our instance have 'Admin overrides' ticked. That is the behavihour that I see in the demo environments too. But in our instance even the admin can not make those changes. So the read-only behavihour must be the consequence of some other kind of setting. Any pointers, someone? Thanks

Marc

[benn23]

Do you have any UI Policies that fire when the state is closed?
Are all fields locked down at closure, or just a select few?

[Marc_Heyvaert]

Al fields are locked (greyed out) for closed incidents except those we added to the form ourselves.