Caller change/update after submitting record

[kbruster]

Good morning,

Several of my itil users have noticed that if a Incident ticket is created and submitted with one caller and the caller needs to be changed later it is not possible. How do we fix this issue?

karen

[Michael Ritchie]

Karen, out of the box the caller field is editible after incidents are created.  You must have a configuration in your instance that prevents this from happening.  Things to look for:

• UI Policy on the caller field
• Client Script that may set it to read only
• ACL that prevents write access to this field

[kbruster]

Michael,

Would it show the ACL in the Dictionary Entry for the field?

I checked the UI Policy, Client Script and did not see anything.

[vkachineni]

Do 1, 2 3 to get to the ACLs for incident table.

[Michael Ritchie]

Yes and there they are!  To quickly test this inactivate them both and see if this solves the issue.  If so then you know these ACLs are causing the issue and you need to modify the conditions.