User should not be able to raise incidents via self service

[ameybhaisar]

Hi Team,

I have a requirement that users should not be able to raise incidents via self-service view.

To restrict this, we have disabled the UI Action - 'New' from the Self-Service module.

But some users are searching incident.do and the form is getting opened in self-service view like below 

How do I restrict this ?

[GlideFather]

Hi @ameybhaisar,

what role this user have? I believe that creating incidents shall be "general rights" for all users...

Why would you like them to restrict this?

[GlideFather]

Hi @ameybhaisar any feedback?

[Dr Atul G- LNG]

Hi @ameybhaisar 

You’re trying to break the core concept of Self-Service. The idea of Self-Service is that users perform actions themselves. Ideally, you should redirect the user to the portal so they can log an incident from there directly.

[Chaitanya ILCR]

Hi @ameybhaisar ,

you can create onSubmit client script like this

function onSubmit() {
    //Type appropriate comment here, and begin script below
    if (g_form.getViewName() == 'ess') {
        g_form.addErrorMessage('Self Service View ');
        g_navigation.open('incident.do?sysparm_view=default');
        return false;
    }
}

g_navigation.open() open the form in the default view 

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya