Can you add a Configuration Item to a Closed Incident?

Bsmaby
Mega Contributor

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. 

5 REPLIES 5

djohnson1
Mega Guru

Bsmaby, 

     The UI Policy 'Make fields read-only on close' sets the incident.cmdb_ci field to Read Only. Because this is a UI Policy and not Data Policy, the policy only applies to the From View and an 'admin' could update the field value on the list view or via Background Script. There is an ACL on the Incident table that allows 'itil' users to write to the Incident table only when the stater is not 'Closed' or 'Canceled'. You could modify the Condition in this ACL as desired. 

 

 

Thanks, 

 

Derrick Johnson