New and Improved Features

Configurable

• PMP-101119 As a System Admin I want the ability to lock an incident to preserve the incident details and investigation data

Product Level Change

• No Items

PMP-101119 As a System Admin I want the ability to lock an incident to preserve the incident details and investigation data

Configurable: Yes

• Title: Enable Incident Locking
• Public/Private: Private
• Default: No

Existing System: 

• Does not have the functionality to lock the incidents based on Incident Status and information can be modified at any point in the workflow. 

• This inability to restrict users from modifying incident information, especially at later stages of the workflow leads to data integrity issues.

Purpose: 

• Restrict users to modify incident information based on incident status to maintain data integrity

Enhanced System:

• Has a configuration to enable/disable incident locking

  • the configuration is applicable for all incident types
  • This configuration will be effective if “Display Incident Status” configuration values is Yes
• When enabled,
  • System will lock Incident Detail, Investigation section and Management Review when Incident status is set to Closed by a user.
    • A confirmation message will be displayed when user changes the status to Closed.

  • There is option to edit locked sections of an incidents or delete locked incident based on a new permission "Edit Locked Incident".

  • Lock symbol will be displayed in Incident Summary screen for respective sections and in the list screen next to Closed status.

  • Reopen option will not be available.

• There is new notification event available for Incident Status change
  • This will be available only if “Display Incident Status” configuration values is Yes
  • The notification would trigger to configured recipients every time the Incident status is changed irrespective of locking configuration

  • Subject: <System Name> - <Event Name> Changed to <Incident Status Value> for <Incident ID> | <Incident Type> - <Incident Sub Type>

• Existing incidents where status is already Closed, will not be locked, even if user navigates to summary screen
  • If such incident should be locked, status should be changed once again.
  • A bulk locking can also be done on demand.

Note: Incident locking is currently not available in Mobile in this version yet.

https://app.guidde.com/share/playbooks/q6wZYzA4yWa4u5s6pVHon9?origin=xH3WD4XJBFcB2uObGH6FlIyY20q1

Impacts: Insight

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