Caller, Short description and description showing read only after incident creation.

ashok17 · ‎02-13-2024

Hi All,

Issue was while creating incident the caller , Short description and description showing automatically read-only.

Please suggest for this issue how to resolve.

shyamkumar VK · ‎02-14-2024

I Assume some UI Policy is Making this Fields Read-only or Same ACL's running on that Field

Write this in UI Policy Script and Make Order to 1000

 if (!g_form.isNewRecord())

    g_form.setReadonly('description', false);

    g_form.setReadonly('short_description', false);

    g_form.setReadonly('caller_id', false);

Regards,

Shyamkumar

Please mark this as helpful and accept as a solution if this resolves your Ask.
Regards,

Shyamkumar

View solution in original post

Aman Kumar S · ‎02-13-2024

Hi @ashok17

OOB this is not the behavior, this is something might have been configured in your instance.

Validate your write ACL for these fields, if there is condition to prevent these from updation.

You can also check, UI policies and onLoad client script, if these fields are set ready ony somewhere.

Use, debug ACL, and fieldwatcher for client script UI policy and ACL

Best Regards
Aman Kumar

Devang · ‎02-14-2024

Please check the ACL,UI Policy and OnLoad client script on incident table. There must be something which is restricting you to edit the fields.

ashok17 · ‎02-14-2024

I have checked UI policy and Client scripts and ACL also but could not find any related to how it's happened read-only on caller, short description and description.

Please suggest more info on this

shyamkumar VK · ‎02-14-2024

@ashok17 , also can you check if any dataPolicy making them Read only and also check the dictionary configuration to that fields

Regards,

Shyamkumar

Please mark this as helpful and accept as a solution if this resolves your Ask.
Regards,

Shyamkumar