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291 Views 5 Replies Latest reply: Apr 20, 2012 2:29 AM by kec RSS
kec Apprentice 144 posts since
Feb 11, 2011

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Apr 19, 2012 7:18 AM

Reopen action on Incident - attributes still read-only

Hello,

I've just amended a process to add a REOPEN action for a group of analysts.

 

The REOPEN action that:

 

  • adds an assignment
  • checks the clock and starts if it is stopped
  • moves to a status called REOPENED
  • then offers 2 actions, one to CLOSE and one to 'CONTINUE TO IN PROGRESS'

 

As neither of the 2 statuses above are closed-type statuses I would expect that the Incident window attributes automatically become editable at those statuses but I have to close and reopen the Incident record to edit these attributes,

 

Is this as expected?

 

We have a Change process which works similarly and the only difference is that it has a windowed 'CREATE TASK' action instead of the windowless 'CONTINUE TO IN PROGRESS'

 

Many thanks in advance,

Keiron.

  • Chris_W Expert 228 posts since
    Nov 23, 2009

    Has received 7 of 9 achievements.
    Currently Being Moderated
    1. Apr 19, 2012 7:26 AM (in response to kec)
    Re: Reopen action on Incident - attributes still read-only

    Keiron,

     

    On your process have you set the required statuses "Allow data entry on main window?" to True?

     

    Chris


    status property.png

  • hewy06 Expert 293 posts since
    Nov 8, 2010

    Has received 7 of 9 achievements.
    Currently Being Moderated
    4. Apr 19, 2012 10:24 AM (in response to kec)
    Re: Reopen action on Incident - attributes still read-only

    Hi Keiron

     

    I know in our Change process once we have reopened the change all the fields appear read-only (greyed out) but in fact you can edit them and save the new information.  Also like you said if we close the window and reopen then they do appear editable.  I assumed it was something to do with the refresh on the window or the fact that it hadn't been refreshed when you select reopen, and just one of those things.

     

    Helen

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