Users unable to modify fields on Standard Change Proposal

[kevinthury]

Our users (w/ itil & change_coordinator roles) are unable to modify the Implementation Plan, Backout Plan, and Test Plan fields when proposing a Standard Change Template.  The fields are visible, but read only as seen in the image below.  

I did review our Standard Change Properties, made some adjustments where it seemed appropriate (ie "List of fields that cannot be altered on a Change Request created from a Standard Change Template") but did not have any luck.  

Any ideas what could be causing this?

[Shweta KHAJAPUR]

Hi,

There is client script which is making fields read-only. Please find Mark standard change fields readonly client script on change_request table which is making fields read-only.

[kevinthury]

I reviewed this Client Script and compared to the one in my Developer's instance where I am not having a problem.  They are the same.  To troubleshoot further, I deactivated the 'Mark standard change fields readonly' and tested again.  Our users are still unable to modify those three fields even with the client script shut off.  

[Shweta KHAJAPUR]

Hi Kevin,

In my case i'm able to edit the fileds after deacivating the client script. Try to troubleshoot the fields by applying filed watcher on any of these fields.

[kevinthury]

For what it's worth, admins and change_managers are able to edit the fields.  

I checked my Developer's instance and can see that user's with the itil role are able to edit those fields.  

I am not sure what happened or what to check in our instance that would cause this behavior.  

To your suggestion of watching the fields, I am not sure how to do this as these fields are part of the 'Propose a new Standard Change Template' record producer and not fields on the actual CHG form.

[kevinthury · Accepted solution]

The problem is attributed to PRB1185542 as noted in KB Number: KB0636146.  Created the ACL as suggested in the document and users are able to complete the Standard Change Proposal as expected.