Reopen closed incidents - Add a role to open closed INC

[pgiroux]

Hi,

Is it possible to allow a different role - like: itil_admin, to be able to reopen closed incidents (incident_state = Closed).

I know it's best practice to avoid this, but there are certain circumstances that we need to reopen a ticket, and we do not want to give more users than required - the 'admin' role.

I checked the ACL / policies / business rules / client scripts - and wasn't able to find what was locking the fields down based on the incident_state.

City version: Helsinki.

Thanks,

Patrick.

[venkatiyer1 · Accepted solution]

Hi Patrick,

Please check the ACl incident.incident_state which allows the write if the incident state is not 7 which is the value for closed. That is the one that stops the incident from writing.

[pgiroux]

Hi Venkat, I tried disabling this rule, and it doesn't seem to unlock the field.

Can you let me know what I'm missing?

Thank you!!

[akt_snow]

Hi Patrick,

you could create a UI Action that is visible only to the opened by or caller and this would set the state to work In progress. or you could modify the write access to the state field always. you could use the existing itil role and just add a condition of the users who should be able to do this like, caller, assigned to , resolved by etc.

[antin_s]

Hi Patrick,

You may create a Business Rule on when the 'State' changes and in the script "check if the state has changed from '7' to any value and check if the logged in user the specific role/itil'. If the user doesn't have the role, abort the action with required error message.

Hope this helps. Mark the answer as correct/helpful based on impact.

Thanks

Antin