Incident custom properties disabled

You need to modify the workflow for the project to make those custom properties active and/or required for each step in the workflow:

1. Click on Administration > Incidents > Workflows
2. Click on the "Steps" hyperlink for the active workflow(s)
3. On the next page, click on the New(Default) step in the left-hand column
4. On the Incident workflow step page that appears, make all the appropriate custom properties Enabled = Checked and then click [Update]

This usually happens when the custom property isn’t marked as editable in the incident workflow or form configuration. Check the field settings under the incident type or screen scheme—ensure it’s enabled for creation/edit views, not just read-only or hidden. 
 

Custom properties in the Incidents section appear disabled during new entries because they must be manually enabled in the workflow settings for each step. Unlike other modules, you’ll need to go to Administration > Incidents > Workflows, select the active workflow, and enable the fields under each step to make them editable.