- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-13-2019 06:58 AM
Need the ability to add a work note to a closed incident ticket. I have no idea where to start for this. I see on forum others talk about getting an error. I'm not seeing an error. The field is just not available once the ticket is closed. Where do I start? Thanks.
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-13-2019 07:07 AM
Hi,
So there could be a few things that prevent you from seeing the field like that.
1) Check your ACL's for "read" and also "write" for the field in question (work notes). If the "Read" ACL for this field is set to only show when the state of the Incident is not closed, then that is why you don't see it. If the "Write" ACL for this field is set to only allow you write to it when the state is not closed, then that is why you can now see it...but can't write to it.
2) Check your UI Policies for this table and see if there is anything where on "Closed" the field is set to not be visible.
3) Check your Client Scripts to see if this field is mentioned in any script where if the state if Closed, to setVisible or setDisplay is false, meaning it's hiding it.
Please mark reply as Helpful/Correct. Thanks!
Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-13-2019 07:07 AM
Hi,
So there could be a few things that prevent you from seeing the field like that.
1) Check your ACL's for "read" and also "write" for the field in question (work notes). If the "Read" ACL for this field is set to only show when the state of the Incident is not closed, then that is why you don't see it. If the "Write" ACL for this field is set to only allow you write to it when the state is not closed, then that is why you can now see it...but can't write to it.
2) Check your UI Policies for this table and see if there is anything where on "Closed" the field is set to not be visible.
3) Check your Client Scripts to see if this field is mentioned in any script where if the state if Closed, to setVisible or setDisplay is false, meaning it's hiding it.
Please mark reply as Helpful/Correct. Thanks!
Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-13-2019 08:11 AM
A guy a work with ended up finding it before I had a chance to look and you did mention UI policies and that is where it was.
For someone else that might need this like I did..here are the steps.
- On incident form, pull up the UI Policies
- We had a Make Fields read-only on close item.
- Find Work Notes
- Changed all three columns for Mandatory, Visible and Read only to Leave Alone.
- We can now add a work note on a closed ticket.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-15-2021 09:00 AM
There is a "Read ACL" on incident table, which is blocking the access to "work notes" field along with other fields on closed or cancelled" incidents. please modify the condition on this ACL to update the work notes on closed incidents by ITIL users and modify the "UI policy action" on "work notes" field from "Make fields read-only on close" UI policy as well.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
4 weeks ago
Thank you for the solution, for me it worked when I changed the UI Policy
In detail solution:
incident form> UI policies> search with short description "on close">UI Policy Actions (22)> related lists> work notes> set visible to True and read only to false
