Update closed incidents

Dan Brown2 · ‎03-08-2016

Hello,

There is a field that I have on the incident form that I want analysts with a certain role to be able to edit when the incident has been closed.

I have tried to add an ACL for the incident table on that particular field, but still people with that role can't edit that field when the incident is closed.

Can someone kindly advice the best practice to achieve this?

Many thanks,

Dan

Ivano B · ‎03-08-2016

Dan

I think, in your case, the issue is the OOB ACL used to write the entire incident table.

That one is satisfied when the user is an ITIL and the state is not 'closed' (7).

Now try replicating that ACL linking the new role created (quality_control_admin right ?) and removing the state condition from the script.

Of course keep the OOB as it is.

Let me know if this works

Cheers

Robo

View solution in original post

Ivano B · ‎03-08-2016

Hi Dan

If i'm not wrong there is also a client script named 'Make fields read-only on close' that makes the incident form read only.

So in case you have created the ACL for the new role you need also to release that client script.

I hope this will help.

Robo

anupama8 · ‎03-08-2016

Hi Dan,

ACL will be the best way to achieve your requirement.

select incident.field name

operation : write

required role: the role you want to add

can you five the snapshot of ACL you configured?

PS: Hit answered, like, Helpful or Correct depending on the impact of the response.

Dan Brown2 · ‎03-08-2016

Thanks for the replies - I think that I have configured it correctly, but the members of the required role still can't access the field when it is closed. There is no client script titled 'Make fields read-only on close'. Cheers...

Ivano B · ‎03-08-2016

Hi Dan

It is NOT just the ACL. Please check the client scripts against the incident table The script I mentioned is there.