Closing the ticket

[snehalkhare]

Hi

a. Only requester should have the privilege to "Close" the ticket that has been put to resolved status.

b Ticket should automatically move to a closed state at the end of 7 calendar days from the Last Resolved Date.

c.. Support team should not have the right to manually put a ticket in "Closed" state.

d. A ticket can only be put in a closed state from a Resolved State or Cancelled state.

Can anyone suggest what can be done?

Thanks

Snehal Khare

[Mihir Mohanta]

Create a UI action that will visible on the resolved state of incident and visible to only requestor of the incident.

Whenever requestor click on that button make the state of the incident to close.

Thanks,

Mihir

[snehalkhare]

Hi

There's an OOB UI action to close the incident will it not clash with the one made by me ?

and about the c & d part?

for b I think need to make changes in the system properties section right?

Thanks

Snehal Khare

[Mihir Mohanta]

a)Modify the Close Incident UI action like:

b)Please follow below link:

Closing Resolved Incidents Automatically - ServiceNow Wiki

c)Write a on load client script that will remove the closed option if the logged in user is a member of support team

d)In that client script you can add logic to visible the closed option if the current state is Resolved or Cancelled.

Thanks,

Mihir

[Deepa Srivastav]

Hi Snehal,

For a you have to first add condition in OOB ui action so that it doesnt appears for you inc form and then make a new one with your condition.
For d ,you can make close button only visible in Resolved State or Cancelled state only
For c you can add condition for support grp so that close button is visible for them in any status.

for b yes you are right you have change system property ,a schedule job does that...

Mark Correct if it solved your issue or hit Like and Helpful if you find my response worthy.

Thanks,
Deepa