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

[devendar koduri]

Hi @Laveena-Agarwal ,

I’m creating the Incident from Agent Workspace.
First, I create the Interaction, then I click Create Incident from the top-right corner of the Interaction record.

The same approach is followed in SOW as well.

Thanks!
Devendar Koduri

[Ankur Bawiskar]

@devendar koduri 

g_form.removeOption() won't work in workspace

you can use a before update BR and validate if user moved INC to Closed State and stop update

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[devendar koduri]

Hi @Ankur Bawiskar 

Thanks for your suggestion. I understand that g_form.removeOption() does not work in Workspace and that a before update Business Rule can prevent moving the Incident to the Closed state.

However, my requirement is to hide the “Closed” state itself for any Incident created from an Interaction, across Platform view, Agent Workspace, and SOW, not just restrict it on save.

If you have any guidance on how to control or hide state options consistently in Workspace and SOW, it would be really helpful.

Thank you!
Devendar Koduri

[Ankur Bawiskar]

@devendar koduri 

As already informed you can't remove choice option in SOW

So the only way is Before update BR which works in Native + SOW + Workspace view

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏