question Not able to change anything on the incident created via particular catalog item in Community Central forum

Not able to change anything on the incident created via particular catalog item

ektamestri — Tue, 19 May 2026 10:36:29 GMT

Hi All,

We have encountered an issue where when an incident is raised via abc catalog item, major incident and post incident review section appears on default view and we cannot make any changes on the form. This is happening only for incident raised with abc catalog item. When view changed to major incidents, then we are able to make changes on the incident and also the sections major incident and post incident review dont appear there. We have checked catalog ui policies, client scripts of the abc catalog item, but could not find anything.

Does anybody have any suggestion on this issue.

Thanks

Re: Not able to change anything on the incident created via particular catalog item

Tanushree Maiti — Tue, 19 May 2026 10:56:29 GMT

Hi @ektamestri

Check in record producer if via producer script you are setting incident's assignment group.

If yes,

Check the Write ACL for the Incident table. If any condition is defined and the incident is assigned to that specific assignment group, then only users with the required ACL role will be able to edit it.

Re: Not able to change anything on the incident created via particular catalog item

Venky Kshatriy2 — Tue, 19 May 2026 11:02:52 GMT

Hi @ektamestri Please be aware that there are role restrictions for viewing. Kindly review these as well. If this does not resolve your issue, please provide screenshots for further clarification.

Re: Not able to change anything on the incident created via particular catalog item

Ankur Bawiskar — Tue, 19 May 2026 12:20:49 GMT

@ektamestri

where in native or SOW?

share some screenshots on what's happening now and what should happen ideally

Re: Not able to change anything on the incident created via particular catalog item

ektamestri — Tue, 19 May 2026 12:33:59 GMT

The issue is in native. Ideally, "Major Incident" and "Post Incident Report" sections should appear only when it is major incident (major_incident_state="accepted"), but in our case in default view these sections appear even when it is not major incident. Also, nobody with any role is able to make any changes on the incident form, only when we try to post additional comments from portal, they appear on the form. Also, when only the view is changed to "major incident" then the we are able to make changes on the form, like putting work notes, changing "assigned to" etc. P.S. incidents are not major incidents in any case here.