Hi,
We would like to control the actions the the end user perform when incident is in resolved state. Our requirement is that if a user would like to comment after incident is resolved, he need to press the reopen button and he must add comments.
Before ServicePortal, we were able to do it since there was the comments field for and user, and UI action to reopen.
Now in service portal, there is the option to add comments using the activity so we can't control it.
Is there a way to hide / limit the option to add comments using the poSt button in activity?
If we use ACL over the comments field, it block both the comments field and the comments from Activity ( we need the comments field available for the user)
We need something the will hide / limit only the comments on activity
Thank you!
You will have to clone the Form widget and then the widget-ticket-conversation widget to achieve this.
After cloning the widget-ticket-conversation widget, you need to add your condition in the service script to set the post button disable when state is Resolved.
In line no 32, check
if (gr.getValue('state') == 6)
{
data.isPosting = false;
}
And after cloning the Form widget, you will have to add you code to use the new ticket widget id in the below section in the server script
Then open the Page where these widget is used in a designer mode. Remove the existing widget for form and add you new form widget.
