Be able to attach the record number even parent record is in resolved/closed mode.

ArjunkumarE
Tera Contributor

4 hours ago

The fields Parent Incident, Problem, Change Request, and Caused by Change of "Related Records" tab of an Incident record in ServiceNow is Read-only mode after being incident/problem is being resolved or closed.

 

we need this to be in editable mode to attach the record number even parent record is in resolved/closed mode for easy access.

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pavani_paluri
Giga Guru

4 hours ago

Hi @ArjunkumarE ,

 

Please check UI policies on Incident and Change table and see UI policy actions. Still not visible, please check client scripts, Data Policies and ACLS.

 

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P

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Bhuvan
Kilo Patron

4 hours ago

@ArjunkumarE 

 

This is due to UI Policy and ACLs set on Incident table and there could also be custom BRs created which could make the record read-only. Best practice is to make sure before incident is resolved, related records are added and do not alter the out of box behavior.

 

Refer below for UI Policy and ACLs

 

Bhuvan_0-1757953618772.png

 

ACL

 

https://your-instance.service-now.com/sys_security_acl.do?sys_id=66ec26370a0a0b0100a67b597d415b84&sy...

 

If this helped to answer your query, please mark it helpful & accept the solution. 

 

Thanks,

Bhuvan

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