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

[jose_quinonez]

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

[Kishor O]

@James Chun @jose_quinonez 

In the Incident Standard Ticket Actions widget comment mentioned line in the screenshot.

*If this helped please mark it as solution

Thanks,

Kishor Otepadpu

[James Chun · Accepted solution]

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

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

Thanks

Thanks

[jose_quinonez]

Hi James,

I agree that it is redundant. When the end user wants to cancel a ticket, he/she has to let the agent know.

However, we want to differentiate that canceling a ticket is not resolving it. The problem is that I didn't see the option for end users to cancel a ticket by themself.
Thank you very much for your advice and the proposed solution!