Hide “Closed” State for Incidents Created from Interactions

[devendar koduri]

Hi All,

I have a requirement to hide the “Closed” state for any Incident created from an Interaction.

This should apply in:

• Platform Form View

• Agent Workspace

• SOW

Users should only be able to move the Incident to Resolved, and follow the normal Resolved → Survey → Closed flow.

What is the best practice to achieve this consistently across all these views?
Should this be handled using Client Scripts, UI Policies, Business Rules, or Workspace-specific logic?

Any guidance would be helpful.

Thanks!
Devendar Koduri

[Laveena-Agarwal]

Hi @devendar koduri

For all incidents:

• The “Closed” state should not be visible until the incident is moved to Resolved (assuming there are no scenarios where incidents move directly to Closed, such as integrations).

• The State field should be read-only for everyone except the Assigned To user and Assignment Group members.

If this requirement applies only to incidents created from Interaction:

• Use client-side scripting.

• There is a “Global” checkbox that controls view behavior.

• Use the interaction_related_record table.

[devendar koduri]

Hi  @Laveena-Agarwal ,

Thanks for your suggestion. I have already written a Client Script, but it works only in the Platform (Form) view and not in Agent Workspace or SOW.

Could you please review the screenshots below and let me know how this can be handled for Agent Workspace and SOW?

Thanks!
Devendar Koduri

[devendar koduri]

Hi  @Laveena-Agarwal ,

Thanks for your suggestion. I have already written a Client Script, but it works only in the Platform (Form) view and not in Agent Workspace or SOW.

Could you please review the screenshots below and let me know how this can be handled for Agent Workspace and SOW?

Thanks!
Devendar Koduri

[Laveena-Agarwal]

Hi,

How are you creating the incident from interaction, are you clicking on some button or changing some field?