Is it possible to edit a work note on a closed incident by an analyst with the itil role.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎01-10-2018 09:36 PM
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?
- Labels:
-
Incident Management
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎03-28-2018 12:48 PM
Hi Shaun, did you figure out why the work_notes field was not visible on a Closed Incident? I have same requirement to edit the Incident after its closed. Ours is to correct reporting. I cant find a client script, UI Policy that makes the field not visible for ITIL users. As admin, I can see it and write to it. I dont think an ACL is making work_notes not visible for ITIL users. But I'm stumped. I cant watch it either.
Thanks, Ken
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-28-2018 02:38 AM
Ken...apologies for the late reply but the problem regards closed and active which are two different things. You cannot add to the work notes when the ticket is no longer active. Also the workflow has moved to complete and you may need to a way to move this workflow back to a suitable position.
