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If write access to a field fails, then that field will not show as an available field on the template. When ITIL users attempt to create or edit Change templates they are no longer able to view/edit certain fields. They cannot edit the following fields: o ITIL Watchlist o Description o Affected Service(s)/Application(s) o Affected Services o Implementation Plan o Risk and impact analysis o Backout plan o Test Plan
Turn off the ACLs that are present on incident table for 'save_as_template' operation. 3. Import the attached xml for the ACL for incident.* write operation. Notice the condition is: State is not one of 'Resolved', 'Closed and canceled'. 4. Impersonate an ITIL user and open an incident record. 5. Click on Create Template Icon and notice you can see all the fields in the template field dropdown. 6. Try changing the ACL condition to State is one of 'New, In Progress and On Hold'. 7. If impersonating the ITIL user, in the create template record, the fields are different for template field. Field values are not the same as the ACL condition in the two cases.
After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make this decision lightly, and we apologize for any inconvenience. As a workaround, create a new "save_as_template" operation ACL for all fields on your impacted tables. An example ACL could be: Type: record Operation: save_as_template Name: incident.* If you want to specify a role requirement, you can add the role to the required roles related list.
PRB1159185
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