Writable field on Incident is ReadOnly for all users except Admins

[Tom L Logan]

Hello,

I have created a UI Policy to make fields Read Only when incident is closed with the exception of one field.  For some reason the field I excluded from the UI policy is only writable if you are logged in as Admin.  I have not configured any ACLs for this so not quite sure why this is happening.

I read a post where someone mentioned an out of box ACL for incident.*.  Can someone shed a little more light on this OOB ACL and how it can cause my issue?   I will like this issue resolved since the goal is to allow every one write to the field not just Admin.  Thanks for your assistance.

[Inactive_Us1957]

Hi,

Create a write field level ACL on "RCA_Status" field and added role to whom you want to allow to edit.

Thanks

Kanchan

[Tom L Logan]

I did as you suggested but it did not make a difference.  The RCA Status field can only be modified by Admins even though I created a write ACL with a condition of "incident state is closed" and granted access to ITIL users.

Do you know exactly what the OOB ACL that makes the fields Read Only is called?  I like to disable it to see what happens.

[Coleton]

Try enabling the 'Debug Security Rules' and go to the record which has the RCA Status field. Then do ctrl+f and search for 'rca_status/write' and you can detect which ACL is causing the issue.

[Inactive_Us1957]

Hi,

Deactivate the table level write ACL which having the conditions "Incident state is not closed/canceled" and also deactivate the newly created write ACL on "RCA_Status" field. Hope so it will work.

Thanks,

Kanchan

[Tom L Logan · Accepted solution]

To fix this, I had to create an incident table write ACL that allowed ITIL write permission to incident table and then used the RCA_Status ACL to allow ITIL users write access to that specific field.  Same as needing a key to get in the building before getting in your office. Thanks for your assistance.