How can I remove the "Resolve" action from the Actions menu in Employee Center

jose_quinonez · ‎02-14-2024

Hi,

Employees log-in to Employee Center and create an incident from our service catalog.

Right after having created the incident record, the widget shows the Actions drop-down menu with the option "Resolve". The logged-on user is an end-user employee without the permissions to resolve an incident. (please show screenshot).

I have an UI Action that requires users to have itil_admin role to enable that button, so I don't understan why is Employee Center allowing users to have access to the resolve action.

What am I missing?

Thanks

James Chun · ‎02-15-2024

Thanks @jose_quinonez,

To be honest, that process seems a bit redundant to me. That adds an additional step for both the agent and the end user to resolve an incident. Technically you can disable these OOTB buttons/functionalities, but you are going to see these in a lot of different places (e.g. mobile app) and it would be difficult to customize all of them.

I would recommend streamlining your process, but if you must remove the 'resolve' button, you can customize the widget via

Navigate to Standard Ticket > Standard Ticket Configuration
Open record where table = incident
In the 'Action Region' tab, customize/replace 'Action widget'

Thanks

View solution in original post

James Chun · ‎02-14-2024

Hi @jose_quinonez ,

By default, end users can close their incidents so it's the expected behavior.

Is the caller the same as the current user? If so, they should be able to resolve it.

Thanks

jose_quinonez · ‎02-14-2024

I agree that end users can close the incidents they opened.

But, we want our support agents to resolve incidents, so end users may close them or reopen them..

At least, that's what we want to enforce.

Thanks

James Chun · ‎02-14-2024

So what you are saying is the end users shouldn't 'resolve' their incidents but can only 'close' them after they are resolved? If that is the case, do they need to communicate to the agent to resolve incidents created by a mistake or support is no longer needed?

jose_quinonez · ‎02-15-2024

Hi James,

Thanks for asking. Yes, end users shouldn't resolve incidents. In case they reated a ticket by mistake, they should notify so to the assigned agent. Then the agent will cancel the ticket. So it won't be necessary to resolve it.