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Unable to update incident after changing the status to 'In progress'

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Unable to update incident after changing the status to 'In progress'

Hello,

When one of the operators using SM updates an incident record and changes the status to 'In Progress', the next time he tries to update that incident he cannot because the fields have been frozen out. A system admin would then have to access the record and change the status to 'open'. After this the operator is able to update the record.

Has anyone experienced this problem? I can't seem to understand what's wrong. I am running SM 7.1.

 

Thanks

1 REPLY
Honored Contributor Honored Contributor

Re: Unable to update incident after changing the status to 'In progress'

[ Edited ]

Check the user's incident profile to see if the "Allowed Statuses" array is populated. If any statuses are listed, the user will only be able to edit a record for the listed status values. 

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