Making Change Request Fields editable at approval stages

[damian_a]

We are making some changes to the change management function to suit our business processes.We have various stages of approval for changes.

At the stage where a change is waiting approval, we would like the approver to be able to modify fields on the RFC if necessary.

I am assuming that making all the change request fields read only when waiting for approval is standard out of box behavior (we are using Helsinki)

I can't find a UI Policy or ACL that sets the fields to be read only, and when I try to set up a UI Policy to test making a field editable, it doesn't seem to work.

Can anyone suggest where I should look to modify whatever is setting the fields to read only when waiting approval, or what to do to "overwrite" this to make fields editable.

For example: all fields read only while waiting approval

Example UI Policy which doesn't appear to make fields editable

[darius_koohmare · Accepted solution]

As a rule of thumb, when there are read only fields and you are wondering what can be causing it, check:

UI Policy

Data Policy

Access Control record

Dictionary record for column (read only field)

Client Script

[damian_a]

Thanks you Darius.

I have been investigating further and I suspect that whatever is causing the fields to become read only while the change was waiting approval was set up by our implementation partner (we don't deal with them any more for support).

I have looked through all of the things you have described above, but I am not having much luck pinpointing anything. I am filtering on different things like name, table etc looking for stuff to do with change.

Can you recommend any tricks to determine what is   being triggered to make the fields read only? such as looking at logs, setting up something to give visibility to what is running etc?

[damian_a]

Thank you Darius,

I found what was happening. There was an ACL that gave ITIL users write access to the change form. However there was also also script attached to the ACL which made the condition false if the change was waiting for approval. It wasn't clear from the decription of the ACL that it also limited the ability to write based on conditions.