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incident and problem opens in read only

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Veronica_13
Super Collector

incident and problem opens in read only

Hi, I have this strange thing happy today. No user can edit any Incident or Problem except for Administrator and HelpDesk role. Nothing has changed this morning. Any explanation for that?
3 REPLIES
Ganesha Sridhar
Esteemed Contributor

Re: incident and problem opens in read only

Hello,

Administrator (system) account will have all the rights in OVSD.
The problem of read-only is due to roles.
Please check the accounts you are using has proper roles configured.
The access (View, New, Modify, and Remove) can be restricted at:
Object level (Incident, Problem etc)
Folder level (example â Internal or External)
Field level (example Status, Description)

Please check the roles and it should work fine.

Regards,
Ganesha Sridhara


Moxie
Regular Collector

Re: incident and problem opens in read only

Agree with above statement about roles. Especailly if you have "limited status" for various roles. IE: if you don't want your users to update a "closed" item, you may have limited their role to the status just prior to closed.

My company had a situation where one of the Smart Actions for copying a Change from another change was not working. The reason was the change the user was trying to copy was closed and they didn't have access to update that closed change.

Hope this helps!
Do it right the first time
Miguel Rodrigue
Super Collector

Re: incident and problem opens in read only

Moxie,

How exactly you configure this "limited status" .
I don't want my users to update a "closed" service call.
//Add this to "OnDomLoad" event