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

[efrainchavez]

Correct. The incident administrators want to prevent this.

What is the business justification for allowing this status change from "New" to "Closed"? To prevent the user who raised the incident from being able to resolve it.

Is it because a user created the incident accidentally or because it was resolved before the agent started working on it? Correct, there have been cases where the user raised the incident by mistake.

Flow:
User raises an incident→ Incident is in"New"status.

In "New" status, theActions button only shows the"Close"option.

For all other cases(e.g., when the incident is in"Resolved"status), theoriginal functionality remains unchanged.

[GlideFather]

@efrainchavez 
I still think this is a wrong requirement and I insist on recommending NOT to modify this.

But if you really need to do it, there is the script include IncidentUtilsSNC with a function 

canCloseIncident: 

There is a condition on line 180:

if (current.incident_state != IncidentState.RESOLVED)
return false;

The script include is read-only and if you want to modify it you will need to extend it.

Not only that this is breaking the ITIL process and default functionalities, when you are Resolving incident it requires mandatory fields Resolution code and Notes (when resolved by a caller themslf it will have a default value inserted from the change to Resolve state), you need to verify that the same logics will be applied directly from New (no Resolution Code and not Notes) changing directly to Close skipping the Resolve state.

It will require more modifications than only allowing the button to be accessible.

Please, try to persuade your client to stick with the OOTB and if they need to Close an incident in New state, they still can Resolve it and directly Close it.

It will work the same way - just with one extra click - without a need to modify complex logics. If my post didn't change your mind, think about the motivations why the relevant script is read-only... "You touched it you own it" :))