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]

Hi Snehal,

Check the before update business rules written in this table/task table.

There some condition is contradicting with the update functionality of the Re-open ui action you have written.

Thanks,

Mihir

[snehalkhare]

hi

there's a br --incident reopen

its before update

Filter condition : Active is false

action: set field values: active to true

condition:current.incident_state != IncidentState.CLOSED && current.incident_state != IncidentState.CANCELED

My UI action is as follows:

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

Script:

function reopenIncident(){

    if (g_form.getValue('comments') == '') {

          // Remove any existing field message, set comments mandatory, and show a new field message

          try {

                g_form.hideFieldMsg('comments');

          } catch(e) {}

          g_form.setMandatory('comments', true);

          g_form.showFieldMsg('comments', getMessage('Please enter a comment when reopening an Incident'), 'error');

          return false;   // Abort submission

    }

    // Call the UI Action and skip the 'onclick' function

    gsftSubmit(null, g_form.getFormElement(), 're_open_inc'); // MUST call the 'Action name' set in this UI Action

}

// Code that runs without 'onclick'

// Ensure call to server side function with no browser errors

if (typeof window == 'undefined')

    serverReopen();

function serverReopen() {

    // Set Incident state to active, update and reload the record

    current.state = 2;

    current.update();

    gs.addInfoMessage(gs.getMessage("Incident reopened"));

  gsftSubmit(null, g_form.getFormElement(), 'sysverb_update_and_stay');

    action.setRedirectURL(current);

}

Can you plz help me I am not able to understand whats going wrong

thanks

Snehal Khare