Hide Closed state on Cases

[Rob Jennings]

I am looking for a way to hide the Closed state on Cases, like the oob BR on the Incident form. Not as straight forward as I thought it would be. Relatively new to cases so any help is much appreciated.

[Saurabh Gupta]

Hi,
You can write a onLoad script with the line of code-

g_form.removeOption('state','3');//assuming closed state back-end value is 3.

[Siva Jyothi M · Accepted solution]

Hi @Rob Jennings,

You can hide with onload client script, or you can throw an alert like below. When a user selects closed state, the below code throws alert and sets the incident state to it's old state.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }
  if (newValue == '3') {
        alert('Manually selecting "Closed" is not allowed. Kindly "Resolve" the ticket.');
        g_form.setValue('state', oldValue);
   }
}

Please mark this answer as correct and helpful if it solves your issue.

Regards,

Siva Jyothi M.

[Rob Jennings]

Thank you very much! That is an excellent solution

[Siva Jyothi M]

Glad the solution worked for you.