Edit fields after incident is closed

[Pedro33]

Is it possible to allow a specific group to edit certain Incident fields after the Incident is closed?

I need members of one group to update a few fields after the Incident state is Closed. I already verified the user's group membership with a Script Include, but the fields remain read-only.

What is the recommended approach? Should this be handled with UI Policies, ACLs, or another method?

[Tejas Adhalrao]

hi @Pedro33  ,

Yes, this can be handled using a field-level Write ACL. Create a Write ACL for each field that should remain editable after the Incident is Closed, and use a script/condition to allow only members of the specific group.

For example, the ACL can allow access when the Incident is closed and the user belongs to the required group. Also check whether an existing UI Policy/Client Script is making the fields read-only, because an ACL alone won't override a client-side read-only setting.

For security, use the ACL as the actual access control and UI Policy only for the UI experience.

Regards,
Tejas

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[KrushnakumaT]

@Pedro33,

Use a field-level Write ACL to allow the specific group to edit the required fields when the Incident is Closed, and verify that no UI Policy is forcing those fields to remain read-only.

[Nishant8]

Hello @Pedro33 , Although this is technically possible, I recommend not changing this behavior. Instead, try to find an alternative, such as extending the auto-close period from the resolved to the closed state.
If you still wish to change this behavior after analyzing all aspects, you will need to make adjustments in a couple of places: UI Policies and ACLs.
UI Policy: Review the OOB UI policy, 'Make fields read-only on close', and make the necessary adjustments, or create another policy that makes the desired fields editable.
ACL: There are OOB Write ACLs that allow editing fields for specific roles. Review them and make the necessary adjustments.

Should you need any assistance while implementing this, please feel free to reach out. Will be happy to help.

Regards,

Nishant

[AndersBGS]

Hi @Pedro33 

Yes, it is possible - but not best practice.