5 Replies Latest reply: Apr 20, 2012 2:29 AM by kec RSS

    Reopen action on Incident - attributes still read-only

    Apprentice

      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.