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.

[Tom L Logan]

Hello Jim,

I used UI Policy because I want one field to be writable  after the incident is closed.  I like this to be true for itil and Admin roles.

[Coleton]

Then in that ACL, have a condition that checks if the current record is closed. If it is, then allow for the user to write to that field. In addition to that, you'll want to get rid of the 'admin' role requirement and in the script, check if the user has role admin or user has ITIL. I would disable the OOTB ACL and duplicate it to make your modifications. You don't want to modify OOTB records, if you can avoid it.

Let me know if this answers your question by marking it correct. Thanks.

[siva_]

When you are not sure of what exactly happening and trying to resolve it in terms of mandatory and read only behaviour, then try using field watcher capability in servicenow that helps you to debug the issue and work on it 

Field Watcher  - Servicenow 

Thanks,

Siva 

Mark this as helpful if that really helps 

[Inactive_Us1957]

Hi,

The field that you want editable for admin and ITIL is OOTB field or customized field. If OOTB then please tell me the name of the field.

Thanks

[Tom L Logan]

Hello Kanchan, it is a customized field called "RCA_Status"  inside a section called "RCA Information".