Have to make one field editable even the state of incident is closed

[SAIRSM]

FYI -- Incident requiremt 

Current Behavior (OOTB)

• When an Incident is moved to Resolved state, it automatically transitions to Closed state after 5 days (controlled via system properties).
• During this 5-day window (between Resolved → Closed😞
  • The Actual Start (work_start) field is editable for all users.
• Once the Incident moves to Closed state:
  • The Actual Start (work_start) field becomes read-only for all users.

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Business Requirement

The requirement is to extend the editability of the Actual Start (work_start) field for a specific set of users (MIM group members) without affecting the existing OOTB behavior.

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Expected Behavior

1. Do not change the existing OOTB behavior:
   • All users should continue to have edit access to Actual Start during the Resolved state (within 5 days before closure).
2. For incidents where:
   • MIM Handled = true, and
   • Resolved date/time (resolved_at) is available,
3. MIM group members should be allowed to edit the Actual Start (work_start) field for up to 20 days from the resolved time, irrespective of the Incident state.
4. This extended editability should apply:
   • Even if the Incident is:
     • Automatically moved to Closed after 5 days, or
     • Manually (forcefully) moved to Closed before 5 days
5. After 20 days from resolved_at:
   • The Actual Start (work_start) field should become read-only for MIM users as well.

[Ankur Bawiskar]

@SAIRSM 

you will have to tweak the ACLs (table level and field level) for this

Remember user need to pass Table.None WRITE ACL even though field level WRITE is given

Another easy approach

1) create a UI page and render it via UI action on INC form

2) this UI action will be shown based on your condition for State

3) the UI page will ask user to input date and then you can update the date value in actual backend field using GlideRecord

Note: When you use GlideRecord ACLs are not evaluated

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