Cancelled Incident (Inactive) State
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‎01-11-2017 10:24 PM
Hi All,
We have a requirement as mentioned below:
We would like it to be possible to move an incident from Cancelled state back to an open state for 10 days after the state was set to Cancelled. After the incident has been in Cancelled state for 10 days, we would like it to be locked. For the first 10 days after the incident is cancelled, it remains active; then becomes inactive.
Currently, in our instance once an incident is cancelled, it becomes inactive and fields will be locked out. We have to disable the existing one and when we are trying to implement the above functionality using ACL, there are many field level ACL's written on incident table and also there are ACL's written on task level fields which are inherited by Incident table.
Is it advisable to change the existing ACL's? (or) Please advise me if there is any other approach.
Thanks in Advance!
Regards,
Amani
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‎01-11-2017 10:35 PM
For your requirement I would suggest you to look into a Business Rule on Incident table called: 'mark_closed'.
When incident is cancelled, by default active field is made false. Fields are being made read only as incident is inactive. You can remove the condition there and make your own BR/schedule job to make these incidents inactive after 10 days.
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‎01-11-2017 11:20 PM
Hi Anurag,
Currently,in our instance on an inactive incident, some of the fields are editable. They are not read-only. The fields are becoming read-only based on the ACL's. So, Could you please suggest if can change all the existing ACL's or not.
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‎01-11-2017 11:25 PM
If field-level ACLs are written, the yes you need to re-write these ACLs to include cancelled state condition.
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‎01-11-2017 11:30 PM
Hello,
+1 on Anurag's reply.
Then I would suggest to make a script include or a scheduled job that will:
1. query all incidents with cancelled status
2. get each incident's last update time stamp
3. compare to current date and time
4. If comparison results to > 10 days, make the script include to mark the incident as inactive
5. create/update any acl to make all inactive incidents as read-only
