Inc is getting opened into work in progress even after it was closed

[NishantaL]

Inc is getting opened into work in progress even after it was closed as user has able to open INC even after the INC was moved to closed state where even if it was closed by mistakenly it wouldn't able to open in that case it opened, what is reason behind this as there might Acl issue or due to UI policy. How to tackle this?

[PradeepReddyA]

Hi @NishantaL 

Verify the business rules and the actions in the standard ticket configuration where there are any changes made to the existing functionality .

[Nilesh Pol]

@NishantaL 

what actions/steps users are taking on closed incident for making it work in progress?

You can reproduce the issues as same steps that making state in progress; hence you will get actual configuration cause,

OOTB (Out-of-the-box) functionality dictates that once an incident is closed, all fields should become read-only. If a user can change the state, the write Access Control List (ACL) on the incident_state field is likely missing or incorrectly configured.

[Tanushree Maiti]

Hi @NishantaL 

First thing is that it is not at all best practice the way closed incident is getting reopened.

It could be Resolved   state (state 6) for a period (like  5 days , vary project to project) where users can reopen ( As you know -we have  system property glide.ui.autoclose.time to move it from resolved to Closed)

Now for your issue

1. If users are replying to the Incident Closed notification, the incident can be reopened via an Inbound Email Action, such as Update Incident (BP).

In our client instance , we generally disabled it if it is not required.

If you need it ->Modify the condition to prevent action if state is closed or create a new incident instead of updating the closed one

2. Review active custom Business Rules on the incident table that trigger on update. 

 3. Access Control Lists (ACLs) are intended to make the incident form read-only once it is in a closed state.

  Validate it.