Unable to edit impact and urgency through Now Agent app

[Community Alums]

I am trying to add the functionality of updating "impact" and "urgency" using "Edit Incident" action in now agent mobile app. 

It is throwing an error and the write back is not working. When I remove the impact and urgency from writeback, it is working fine. 

Do anyone know if impact and urgency have any other restrictions in writing back using "edit incident" action?

[Vigneshwara Red]

Hi,

Impact and urgency fields are enabled for Service Desk group only and which comes OOTB. so, you try making it editable for Resolver group, I think there might be some ACL's are used and please try searching the ACL's with name contains( incident.impact, incident.urgency, incident) write operations.

Thanks

Hope this helps..!!!!

[Community Alums]

Hi,

1. I have tried giving the roles as per ACLs but still it is not working.

[Community Alums · Accepted solution]

Hi,

From studio view I have added the "impact" and "urgency" field in the "source field" and the error got resolved.

Thank you!!