When incident is closed, what makes all the fields read-only in system?

[SN Rookie]

When incident is closed, what makes all the fields read-only in system?

It's not the UI Policy - https://dev20819.service-now.com/nav_to.do?uri=sys_ui_policy.do?sys_id=66f94c730a0a0b0900aaaf5b88527230 because when I deactivate it, it still has the form read-only

[Service_RNow]

HI,

OOTB it's a UI Policy named Make fields read-only on close.

I deactivated it and tried, my closed incident record is editable.

And also check table label ACL

Thanks

[SN Rookie]

It was a table level ACL which was causing it. Thanks Ram

[SN Rookie]

After the UI policy is deactivated, the form is editable but only for admins, not for ITIL users. I've checked OOB ACL's and other UI policies  but unable to determine the cause.

My requirement is to ensure that members of certain groups/admins should have the privilege to update a few fields on closed incidents .

[asifnoor · Accepted solution]

Hi,

There is an ACL which is restricting the ITIL user to not allow closed incidents editable. In that ACL, there is a condition which allows to edit only if state is not closed/cancelled. Remove that condition and itil user is able to edit closed incidents as well.

https://your-instance.service-now.com/sys_security_acl.do?sys_id=66ec26370a0a0b0100a67b597d415b84&sysparm_view=&sysparm_domain=null&sysparm_domain_scope=null&sysparm_record_row=1&sysparm_record_rows=2&sysparm_record_list=operation%3dwrite%5ename%3dincident%5eORDERBYname

Kindly mark the answer as correct if this helps.

[Trupti6]

Hi,

Please confirm once have you really deactivated Ui policy because I tried by deactivating UI policy and its working for me on my personal instance.

Please check below screenshot.