when state is closed which ACL / UI policy makes the incident form read only?

[Pavithra R2]

Hello,

I wanted to make a particular field editable for 'itil' users when the incident state is 'closed'. I tried make the 'Make fields read-only on close' UI policy inactive and making the ACL inactive which has description as 'Allow write for all fields in incident, for users with role itil, and if the ACL condition (incident_stateNOT IN7,8^EQ) evaluates to true'. But even then the itil user not able to edit that particular field. The whole incident form still remains read only. Could someone help me out how to make the form / field editable when state is closed?

Thanks
Pavithra R

[GopikaP · Accepted solution]

Hi @Pavithra R2 , disabling the UI Policy is fine, but deactivating the ACL won't work, Ig. You'll need to create two separate ACLs for this, as it is meant to work alongside the existing ACLs.

1.  table_name.none (Role - itil)- operation=write - data condition - incident state 'is one of' Cancelled,Closed 
2. table_name.field_name (Role - itil) (operation=write) - data condition - incident state 'is one of' Cancelled,Closed

I have made the description field editable for the itil role after the incident is closed. Please refer to the screenshot.

[sunil maddheshi]

@Pavithra R2  Please check the following points:

Verify the 'Incident State' Dictionary Settings
Check Other UI Policies-Even though you disabled 'Make fields read-only on close', check if another UI Policy exists that still enforces read-only rules

Check Client Scripts
Check Data Policies

Please mark correct/helpful if this helps you