Restrict access to incident records

[Poorva Bhawsar]

Hi Community,

I have a requirement when incidents are assigned to xyz group, they should be able to edit anything on the incident record. Also, worknotes and additional comments can be modified by any person but other fields should only be editable to xyz group.

I tried acls but those are creating issues. I have also created query BR but its completely hiding the incident record if it belongs to xyz group.

What is the best way to achieve this and how?

[Harish KM]

Hi @Poorva Bhawsar Debugging is the only way to identify the ACL which is not allowing user to edit fields, once you find this ACL you can use same script in advance condition so that the ACL allows users to edit if they are from this group.

[Poorva Bhawsar]

Yeah i have modified those acls but i need to proper testing for few of the users. Now, i just want users to add worknotes or additional comments when assignment group is xyz. I have modified field level acls also but still its read only. Not able to debug worknotes and additional comments field as debugger is not available for these 2 its debugging the complete incident record.

[Poorva Bhawsar]

The acl which was creating issue is fixed now. I have added the same code in that acl also. Now, its making the records read only if they are not members of xyz group but that particular acl is hiding worknotes and additional comments fields on the records. I want end users to edit these 2 fields when they are not members of xyz group.

[Harish KM]

Hi @Poorva Bhawsar you can create 2 write ACL on field leve

1. for work notes

2. for additional comments

role: snc_internal ( this will override your .* ACL to provide edit access to worknotes and additional comments)

Before creating please check if there are any existing ACL on these 2 fields on this table

[Poorva Bhawsar]

I have already created 2 field level write acls for these 2 fields. But i am not sure what is overriding. I just found one write acl incident.none which contains itil and some other roles inside that there i have added my code and its making the incident read only for those users who are not members of xyz group but why its hiding worknotes and additional comments on the form.