incident form is readonly after zurich patch 7 upgrade

[garimakharb]

After upgrading from Zurich Patch 6 to Patch 7, the Incident form has suddenly become read-only for me. Is this expected behavior after the upgrade? If so, could you please advise on the recommended solution to resolve it?

[garimakharb]

for our instance, we have case raised with servicenow, then 2 ACLS were conflicting , basically they skipped during patch upgrade.
so we fixed it , then it resolved.

[timnardoni]

My users are accustomed to modifying the Impact field, so I had to create a write access control on instance.impact for roles itil and service_desk.

You may need the same or something similar. NOW Support is responsive if you toggle the business-critical switch when opening a case.