Reopen closed incidents - Add a role to open closed INC

pgiroux · ‎08-15-2017

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 · ‎08-15-2017

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.

View solution in original post

antin_s · ‎08-16-2017

Hi Patrick,

Did you try the Business Rule approach?

Thanks

Antin

pgiroux · ‎08-21-2017

Hi Antin, I was trying to get the field to unlock, the business rule wouldn't have helped since it ended up being an ACL set on the global level of 'incident'.

venkatiyer1 · ‎08-16-2017

Hi Patrick,

Can you try by enabling Debug ACL (use the link to debug - http://wiki.servicenow.com/index.php?title=Using_Access_Control_Rules#Debugging&gsc.tab=0 ) ? If the write is all green then we know it is not due to ACL otherwise it would help you in identifying if there is any other acl stopping it. If it is all green from ACL front, you should check client script/ UI policy.

But in my thoughts it is an ACL and the debug should help you identify it.

pgiroux · ‎08-21-2017

Hi Venkat, the debugging helped, I was able to see a rule that was applied again all of 'incident' was causing the form to get locked down.

Thanks again.