Form read only after closure of Incident ticket

Hi All,

Basically we have enabled field closure code on the close form so that user will enter closure code while closing the ticket and saves it.

But user should be able to edit even after closing the ticket. tried to control it from form design by giving read only condition [status]="closed", but when ticket is moved to closure form this field is changing to closed and closure code field is becoming read only and user is not able to enter the value.

Now user requested to make it read only after entering the closure code and hitting the save button.

Any ideas?

Thanks,

VND

 

  • a few clarifying questions:

    - Is that interaction( incidents table) or incidents (probsummary table)

    - Who must have access to edit after close - ess users to own SD or IT users to IM

    - What exactly field must be editable and what status value must be in that moment

     

  • Hi There,

     

    Thanks for your immediate reply. please find my commnets inline.

    - Is that interaction( incidents table) or incidents (probsummary table)

    Incident Porbsummary table

    - Who must have access to edit after close - ess users to own SD or IT users to IM

    Except sysadmin role, none of the role should have the access

    - What exactly field must be editable and what status value must be in that moment

    Field name is cause.code on the form Closure Code. ticket status should be in closed status

     

    Thanks,

    VND

  • so you must set in FC for probsummary in initialization expression

    if (index("YOUR_CAPABILITY_WORD", $lo.ucapex)>0) then ($CanChangeIM=true)

    and then in FD for feild you need edit - condition for read only:

    [$CanChangeIM]<>true

  • so you must set in FC for probsummary in initialization expression

    if (index("YOUR_CAPABILITY_WORD", $lo.ucapex)>0) then ($CanChangeIM=true)

    and then in FD for feild you need edit - condition for read only:

    [$CanChangeIM]<>true

  • so you must set in FC for probsummary in initialization expression

    if (index("YOUR_CAPABILITY_WORD", $lo.ucapex)>0) then ($CanChangeIM=true)

    and then in FD for feild you need edit - condition for read only:

    [$CanChangeIM]<>true

  • If you are using Process Designer, OOtB it should go to a Closure Phase, in which you can set readability to just the system admins from the Form Edit Condition.. RAD Expression:

    index("SysAdmin", $lo.ucapex)>0

    This will make it so only users with the SysAdmin Execute Capability Word will be able to edit the closed ticket.

    If the Closure Code is what this needs to be based on, you can also do this in forms designer, on every single field put in [closure.code]="closure" in the read only condition. That will force it, but it is very manual... and if you use sub-forms, time consuming. The Workflow solution is the quickest and easiest.