Make problem_id field editable in incident form

[phenkry]

Hi,

when an incident is set to State = Closed, all fields become read-only for an itil user.

I have a requirement to make the field problem_id editable for closed incidents.

Via trial and error I achieved it in a PDI via ACL changes, but it made several other fields editable from the list view (such as State, allowing the user to reopen closed incidents) which is not acceptable.

Can anyone help me with the solution to make ONLY the problem_id field editable for the itil user?

many thanks in advance - Parker

[J Siva]

Hi @phenkry 
Create one incident.problem (Write operation) ACL to allow ITIL users to edit only the Problem field.

Hope this helps.
Regards,
Siva

[Rohit Singh]

Hi @phenkry ,

Please follow the below step:

1. Search the UI Policy: Make fields read-only on close
2. Check and Update UI Policy Action on problem_id field as Read Only ->Leave Alone
3. Create an ACL Incident.problem_id Condition Incident State -> Closed
4. In Role Give ITIL role

If my response helped, please hit the Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Rohit

[Ankur Bawiskar]

@phenkry 

if table.None WRITE ACL blocks the record as INC is already closed, field level write on problem_id won't help.

But why you want that field to be editable for closed INC?

Doesn't look like a valid business requirement.

Let the user/agent re-open and then select the problem from that field.

That's how it should happen rather than playing with lot of ACLs

If my response helped please mark it correct and close the thread so that it benefits future readers.

[phenkry]

Hi Ankur, the requirement is fine, since the purpose is to add incidents related to a problem, even it is realized first after the incidents have been closed. We certainly do not want to give them the ability to re-open a closed incident, that would definitely not be good practice and would also affect SLAs. thanks - Parker