Business Rule Condition (For state change exceptions)

[Wasdom_Kung]

Hi,

I currently have a business rule that prevents anyone that is not an itil_admin or admin from updating tickets if they are closed or resolved. 

This is the setup:

One issue I have is that if we go to an existing ticket and attempt to change it to resolved or closed - it won't allow the change. We currently require work_notes to be populated for this action also. 

What would be the simplest way to modify this rule so that it allows updates if the ticket changes to resolved / closed, but ONLY prevent comments and work notes whilst it is already at those states?

[Willem]

You have to work with an advanced/scripted condition:

!gs.hasRole('admin') && !gs.hasRole('itil_admin') && (!current.state.changes() && (current.state == '7' || current.state == '8')) 

Meaning:

If user does not have admin and does not have itil admin and current state does not change and current state is closed 7 or cancelled 8. Execute your script.

[Wasdom_Kung]

I removed the basic conditions and added to the advanced one. 

When trying to resolve a ticket it says resolved, then the message pops up saying it cannot be edited followed by invalid input.

This is just when saving from New to Resolved and includes work_notes and the resolution details

[Willem · Accepted solution]

Can you try it like this:

!gs.hasRole('admin') && !gs.hasRole('itil_admin') && !current.state.changes() && (current.state == '7' || current.state == '8')

[Wasdom_Kung]

Tried that before replying and had the exact same issue sadly, I'll see if changing the BR order number makes a difference at all

Oh just to clarify the roles condition works, it's just as a non-role user this occurs.

Edit: I added in the original conditions with your amendment above and now tickets will save and can be changed without any error messages

So this allows all changes for users

!gs.hasRole('admin') && !gs.hasRole('itil_admin') && !current.state.changes() && (current.state == '7' || current.state == '8')

And this prevents any changes even to 'New' tickets changing status

!gs.hasRole('admin') || !gs.hasRole('itil_admin') && !current.state.changes() && (current.state == '7' || current.state == '8')