Allowing users to add notes to an incident that is pending for approval

When an incident is submitted for approval, the incident record is locked and client or staff users cannot add notes to the incident because the default sharing setting for Incident History requires that the users must have the write access to the incident to be able to create History records. When the incident is sent for approval, the users do not have write access to incident and so they cannot add notes to incident.

  1. Navigate to Setup > Create > Objects > Incident History.
  2. In the Custom Fields & Relationships section, click Incident.
  3. Click Edit.
  4. In the Master-Details Options section, select the Read Only: Allows users with at least Read access to the Master record to create, edit, or delete related Detail records option.
  5. Click Save.

Related topic

Performing actions on incidents

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