Unable to edit/update tickets(Incidents/tasks) on the list view.

[sam352120]

Hi All,

when ever user is trying   to edit his incidents or tasks or request tasks.It is disable for him.But when he is searching that ticket in the search box .

Then He can able to edit his ticket.Screen shot attached for reference below.Any inputs

[Brad Tilton]

If you're saying that he's unable to edit the records in the list view. I would check your ACLs to make sure list editing is enable, but I would first have him click on the gear to personalize his list and make sure that list editing is enabled for him. If I've misunderstood your question, let me know.

[sam352120]

Hi Brad,

The exact thing is that The user can't open his ticket from the list .I already checked   his edit list option is enable.
Let me know any other cause can be for that.

Thanks,

Sambit

[Kalaiarasan Pus]

most probably the tickets are being opened in different views .. that is , the view of ticket opened in global search is different from the view you get when you open in list view ....

[Anurag Tripathi]

What is happening here is LIST EDIT is restricted by ACL, that is why the users cannot edit in the list view, but when they open the tickect or use global search they directly go to the record and there is no ACL for restricting the WRITE access on the 'RECORD'.