Is it possible to edit a work note on a closed incident by an analyst with the itil role.

[shaunlingham]

Is it possible to edit a work note on a closed incident by an analyst with the itil role? I have created a ACL for the Incident table for the work note on the task table. This was a write rule where if the incident state was closed and the user was an itil user then the work note should be editable. But the work note does not display on the incident.

Anybody?

[bernyalvarado]

Hi Shaun,

Here goes some thoughts that will be helpful:

a) Modifying an incident or even including a work note once it's in a closed state doesn't sound right from a process stand point. If it's closed it should be because there's no further work been performed against the incident. There's OOB logic which exists based on that premise. That's the case of the UI policy Make fields read-only on close which makes an important group of fields read only when the incident is in a Closed state

b) It sounds like the logic on which how you wrote your ACL could have some side effects, since it could end up making that work notes are not editable unless the incident state is closed.

Thanks,

Berny

[bernyalvarado]

I hope this helps Shaun,

My recommendation if an Incident needs to be modified or annotated for some reason is to either reopen the ticket or set it to a resolved state so you can modify it or create an alternative mechanism such a related table that could store a group of annotations for incidents once these are closed.

Thanks,

Berny

[shaunlingham]

Agree 100% but sometimes a analyst will want a quick way to add a work note with out me restarting workflows and the like.   But I totally understand your view...

[bernyalvarado]

Yeah. Customers always have these "special needs" . Our job is to guide them towards the solution that best fulfills their business needs while keeping them away of causing any harm .

For instance, once you explain to them that you need to modify (and take ownership) of several OOB components and alter core functionality which may have other side effects... to allow them to alter the incident while it is closed; then, most probably they will ask you to pursue a different route.

I hope this helps my friend shaunlingham

Thanks,

Berny