How to create a custom ACL to allow ITIL users to edit "category" field when incident is closed

[Diego Lugo1]

Hi guys,

I'm struggling with the requirement of allowing ITIL users (role = ITIL) to be able to edit the "category" field on closed incidents. Any help would be much appreciated.

So far, I have done the following without success:

1.- Modify the OOB "Make fields read-only on close" setting the "Read only" field to "False"  in the category record.

2.- Create a custom ACL  as follows:

Type: Record

Operation: Write

Name: incident.category

Requires roles: itil

Condition: state is closed OR incident.state is closed

3.- Debugging the ACL, but I see that it is not even evaluated:

The instance is on London patch 3.

Am I missing something?

[Allen Andreas]

Hi,

So the ACL allowing write for category by ITIL when state is closed or cancelled is all you need. No UI policy.

So you'd have another ACL for write on category when state is NOT closed or cancelled, that others can write to. Then the one above, that I mentioned would take care of the other situation and allow just ITIL to write after that.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[shloke04 · Accepted solution]

Hi,

Along with the Write ACL you created above for category field allowing only ITIL users to edit it in Closed State, make sure the ITIL users are also having access at the Table level also in Closed State. If they are not having the access at the Table Level, the field won't be editable.

So what you can do is give a filter condition in the Table level ACL as State is not Closed and that should work for you.

Hope this help. Please mark the answer as helpful/correct based on impact.

Regards,

Shloke

[Diego Lugo1]

So, I second ACL at table lable was needed.

Thanks  shloke04!

[Allen Andreas]

Glad you got it resolved. Please mark any other reply as Helpful, if applicable. Thanks!