Adding Notes To A Closed Incident

[smithro]

I have a user who would like to add work log notes to incidents that have 'Closed' status, for her own reference.

We recently upgraded our system to Dublin and she appears to have had rights to add the notes until now.   Wondering if the upgrade knocked out a rule or added a rule?

Attached is the error message that she now gets.

Wondering how I can reconfigure to allow users to add notes after the status has been set to 'Closed'.   As an Admin, I already have this ability.

Any assistance is appreciated.

[Mark Stanger · Accepted solution]

That message isn't caused by security, it's caused by a business rule running on the incident or task table.   I haven't seen this message before so I would assume it's something custom to your system.   You can search business rules on the incident and task tables for 'setAbortAction'.   That's the call that is producing the 'Invalid Update' message.   You'll need to add some conditions there to allow the update if the work notes change.

if(current.work_notes.changes())

[Subhajit1]

Hi Robert,

From the Error Message that is shown, it looks that a Business Rule is responsible for this.

This would be a Update BR with the condition stating active=false.

The script should also contain current.setAbortAction(true);

Thanks,

Subhajit