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

Rushit patel4 · ‎07-16-2021

Hi,

Its is working because you have an "Admin" role in personal dev Instance.

For making fields editable for ITIL users with specific roles, we have to play with ACL's.

Thanks

ajays · ‎09-27-2023

For Incident There is an UI Policy running due to which fields change to read only when closed,
But To apply for any other tables records , try this customization in an onload client script , which will definitely work
Please Mark answer as correct , when it works

function onLoad() {

var st = g_form.getValue('state');
var fields = g_form.getEditableFields();
if (st == 3) { // 3 refers to backend value of closed

for (var i = 0; i < fields.length; i++) {
g_form.setReadOnly(fields[i], true);

}
}

}