Update closed incidents

[Dan Brown2]

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

[Dan Brown2]

Hi,

There is a UI Policy titled Make fields read-only on close, but the field that I want to edit isn't in the list of effected fields.  

Cheers

[Ivano B]

Hi Dan

Ok than Could you please state what the field always in read only mode is ?

Is it an OOB one ? or a custom one ?

Cheers

[Dan Brown2]

Custom

cheers.

[Ivano B · Accepted solution]

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

[Dan Brown2]

Thanks very much Robo.