Can you add a Configuration Item to a Closed Incident?

[Bsmaby]

I'm looking to add a Configuration Item to a few incidents that have been closed. As of now everything is greyed out because it's clsosed but I was hoping there was some way I could still add a CI to those ticket to help with reporting? Thanks in advance. 

[Priyanka Gupta]

If you are a Servicenow admin, you can certainly add CIs to closed Incident. Unfortunately, anybody else who does not have the right role or access will see most fields as read-only after an Inc is Closed.

Ideally, that isn't the right way of doing it because you should always have the CI identified first. Incident is filed when something is broken and that something can either be a Business Service or CI. So those fields should be filled out before one starts investigating on the Incident. 

[Bsmaby]

My Boss is the ServiceNow Admin and shes still not able to enter the CI (Greyed out) after the incident has been closed. I do agree with you that the CI should be filled out before the ticket is closed, but we are still missing a few here and there. Thanks for your help so far. 

[Priyanka Gupta]

This could be happening because of an onLoad Client Script that may be blocking any modifications to CIs on certain conditions. It could also be a UI Policy that's making CIs read-only. Did you check these?

[Manohararuna]

Hello Priyanka,

         There is a UI policy to make read only when record active value is false. But even after deactivate that UI Policy still CI and other fields also in read only state

Thanks.

Manohararuna