Not able to change the State and not able to Update Additional Comments and Work notes on the Incident Form

[Vaishnavi35]

Hi,

Not able to change the State and not able to Update Additional Comments and Work notes on the Incident Form.

State, Assignment Group, Assigned to and Short Description are moved to "read-only" state as soon as the State is moved to "Awaiting Vendor"

Thanks,

Vaishnavi

[Vaishnavi35]

Moved to "Awaiting Vendor" state and saved, then the mentioned fields are read-only and I am not able to Comment or add work notes as well.

It was not there before the Upgrade, its happening from yesterday only(Sunday was the Upgrade).

No, this issue is only seen when its in Awaiting Vendor only. 

[Tony Chatfield1]

If this issue is a result of an upgrade then I would recommend that you raise it with ServiceNow support. If you have followed upgrade best practice and cloned your production instance to sub-production immediately before the upgrade, then you should be able to test\confirm the issue is upgrade related as it will not be reproduce-able in the sub-prod instance running the previous release.

[Community Alums]

Hello Vaishnavi,

There is no OOTB UI policy which restricts the fields to read-only in Awaiting Vendor State. This must be ome customized UI Policy, Client Script or BR. Please check those once on the Incident Table.

Thanks,

Visakha

[asifnoor]

Hello Vaishnavi,

Check the ui policies and client scripts once. I think post upgrade, this could be changed because of which you might be facing this issue.