Demote/Reject Major Incident UI Action when state is Resolved

[Rairai31]

Hi, 

I have a requirement to make the Demote major incident and Reject Major incident candidate visible even when the ticket is resolved. I was able to make it visible but it is also visible to itil users. I wanted to make it visible to users with  major_incident_manager role. Can someone help me? Thank you.

[Dr Atul G- LNG]

Hi @Rairai31 

Greetings 

I am not sure what is your exact use case,  why you want to show these buttons when Incident is resolved. 

[Rairai31]

Hi @Dr Atul G- LNG,

There are some incidents that has been proposed/promoted as Major incident but in the end we realize these aren't a valid major incident so we need to demote it. Does that makes sense? (Some incidents were wrongly proposed or accepted as major incident) Thank you.

[Dr Atul G- LNG · Accepted solution]

Hi @Rairai31 

Thanks for explanation buddy. Not agree, after resolved the demotion or reject will not serve any purpose.

Also as per me it's a process issue not system issue. Mi is critical and it's MIM responsibility to make sure he/ she accept the correct incident as MI.

Also thinking on SLA terms, what will happen to SLA which are already run , what about notifications. It will create lot of confusion.

[Rairai31]

Thanks @Dr Atul G- LNG for your insight. Really appreciate it! But MI will impact their reporting that is why they wanted to be able to atleast reject the major incident even when the ticket is in Resolved state. Thank you very much.