cambiar boton resolve por close cuando el estado del ticket incident es nuevo

[efrainchavez]

hola a todos, tengo el siguiente requerimiento cuando se levanta un nuevo incidente el usuario ve en el botón de actions la opción resolve, el requerimiento es el siguiente si el estado es nuevo que solo se muestre la opción "close".

no encuentro a regla, ui policy, ui action, script que ejecute esto seria de mucha ayuda si pudieran orientarme a encontrar que codigo se ejecuta para mostrar resolve y poder modificarlo para que solo muestre close cuando el ticket esta en estado nuevo

[Pooja Limbani]

Creo que necesitas revisar el widget

https://yourinstanceurl.service-now.com/sp_widget.do?sys_id=9bd06ce173070010cbb654eb7df6a7d4&sysparm...

Script Include con el nombre IncidentUtils

Esto funciona principalmente si se desea cambiar el campo de acción a "Cerrar" en lugar de "Resolver" en el portal.

[Rafael Batistot]

Hola @efrainchavez 

Encuentre el button de "Closed"  en UI Action agregue "current.state == 1" 
En button de "Resolved" "current.state != 1"

[GlideFather]

Hola @efrainchavez,

perdonae que voy escreber en el inglés, és mejor para mi jajaj.

This is OOTB behaviour of ITSM. All the states of incidents are considered active EXCEPT of Closed and Cancelled. The difference is that Active incident can be updated - state change, comment or work note added, re-categorised, any thinkable change.

Buuut when you set it to Resolve - the incident is still active - so it can be reopened. It is scenario when incident is closed but the caller doesn't agree with the resolution, they have 7 days (can be changed to different period) to react, if there is no reaction for 7 days, the ticket is automatically changed to Close and Closed incident is already inactive and cannot be updated not a single field, not even comments or attachments to add, nothing.

Please be aware of this, once you will have new incident and you allow the possibility to close it, the caller looses the chance to reopen and need to create a new incident from scratch.

What is the business justification for allowing this state change from New to Close? Is it in case when a user raised that incident accidentally or it was resolved before agent started to work on it?

This is in contradiction with ITIL on several levels... the lifecycle of incident is set and your requirement is to break it, please talk to your stakeholders and try to persuade them not to do it as it is against the ITIL recommendation and best practices.

[GlideFather]

@efrainchavez but if they want to they can do it New > Resolve... wait a second to reload and Resolve > Close

And to answer your question, check the configuration for State flows, the below screenshot is for CSM but you can create it for incident as well, it is routing what states are selectable at what state...

Note: I don't know how they will be called in Spanish, but the table is [sf_state_flow]

Dime si esso te ajudou o se quieres hablar sobre detalhos