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

jbor · ‎02-23-2017

Great answer.

Just a note to anyone else facing the same problem. I created a new user reference field on the Task table, and was unable to change it on closed incidents. The following ACL was blocking the field change:

As mentioned elsewhere in this thread there is indeed a UI Policy as well, but that was not the issue in our case.