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

[PavithraDeB]

Hi @Ankur Bawiskar 
Good day, i am trying to Restrict the "closed" state in incidents LIST view, through client script or a Business Rule iam able to acheive it in Legacy view but it will not work for service operations workspace , could you please provide your inputs here?

[Ankur Bawiskar]

@PavithraDeB 

could you please post this as a separate question, share all the details there and tag me as this is an old thread.

[PavithraDeB]

@Ankur Bawiskar Thank you, Did the same