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

[snehalkhare]

Hi Deepa

I just wanted to know what if I make the OOB UI action inactive and then create my UI action with the specified conditions.

As you mentioned to put condition so that it does not appear on incident form what condition to put?

Thanks

Snehal Khare

[Deepa Srivastav]

If you make existing UI action inactive , then if it is getting used at other places will be affected..

Add below condition in existing UI action to keep existing functionalities as is:--

&& current.getTablename!='incident'

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

Thanks,
Deepa

[snehalkhare]

Hi Deepa

I got the point. the condition which you have given it should be mentioned in the condition field right

the existing UI action has the following condition

current.incident_state == IncidentState.RESOLVED && (gs.hasRole("itil_admin") || gs.getUserID() == current.caller_id)

I just want the condition to be

current.state==6 &&gs.getUserID() == current.caller_id)

so where to put

&& current.getTablename!='incident'

Thanks

Snehal Khare

[Deepa Srivastav]

Are you making changes to "Close Incident" ui action that is on incident table? If yes then you can just make it inactive and make new ui action button and no need to add the condition I mentioned above.. I was in an impression that there is some generic button available for all...

[snehalkhare]

Yes I was talking about Close Incident on Incident Table

Thanks

Snehal