How do I prevent the re-opening of Closed Incidents? I thought Closed tickets were read only (except by admin).

Denise11 · ‎03-09-2018

I thought once an Incident was Closed it was marked as read only. My folks are able to re-open a ticket that has been closed for 4 months. I want it set that once an incident is Closed it cannot be reopened except by admin.

SanjivMeher · ‎03-09-2018

How are they reopening the incident? Do then get a Reopen button?

If so, you can add a condition to the UI action of 'Reopen' to show only when ticket is active.

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Denise11 · ‎03-09-2018

they do not have a reopen button. Service Desk brings up the ticket and selects "Active" from the drop down menu

Brian Lancaster · ‎03-09-2018

Sounds like your UI policies to make the fields read only are only running on resolved possible or you do not have any UI policies to make fields read only on resolved/closed

SanjivMeher · ‎03-09-2018

Ok. Looks like there is an ACL problem. Noone excepts admin should have access to update a record if the state is 7 which is Closed.

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