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

SN Rookie · ‎01-29-2019

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

asifnoor · ‎01-29-2019

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.

View solution in original post

asifnoor · ‎01-29-2019

Hi,

It is actually that UI policy only which makes the fields to readonly.

When i deactivated and saved, then the closed incident was editable for me. Could be a cache issue at your end. Kindly recheck.

Mark answer as correct if this helps.

Ajaykumar1 · ‎01-29-2019

Hi,

Same result as Asif, it's a UI Policy named Make fields read-only on close.

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

There might be another UI policy/Client script with same conditions as in above UI Policy.

Regards,
Ajay

Service_RNow · ‎01-29-2019

HI,

Try to build client script :

function onLoad() {

//Type appropriate comment here, and begin script below

var fields = g_form.getEditableFields();

if(g_form.getValue("state",'closed')) {

for (var x = 0; x < fields.length; x++) {

g_form.setReadOnly(fields[x], true);

} } }

Please mark reply as Helpful/Correct, if applicable. Thanks!

Rupesh Pulamar1 · ‎01-29-2019

Hi,

If UI policy isn't making fields to read only, I would suggest you to check with ACL's on the table.

Thanks & Regards,

Rupesh Pulamarasetty