How to abort the action for resolving an incident for a particular user and for a particular role

Jakkamsetti Pra · ‎07-31-2024

Need to implement business rule to abort the action for not resolving an incident for a particular user and user is not having admin role.

Please suggest me how to implement.

Sandeep Rajput · ‎08-01-2024

@Jakkamsetti Pra Please create a business rule as follows.

In the service field, select the service for which you want to prevent users from changing its state to resolved.

Hope this helps.

View solution in original post

Dr Atul G- LNG · ‎08-01-2024

Hi @Jakkamsetti Pra

What is the use case of this? Can you provide more details? Which user dont have admin role.

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Jakkamsetti Pra · ‎08-01-2024

If incident is created by a particular 'X' service and that incident should not be resolved/closed/cancelled by any other user and it should be resolved only by that 'X' service and can also by admin role.

It should abort for the other users and should pop the message to user that you cannot resolve/close/cancel the incident.

Dr Atul G- LNG · ‎08-01-2024

Hi @Jakkamsetti Pra

But why this use case? Will it not create delay in resolution? Also, if you want you need to define that user should be part of either support group / approval group / managed group of that Service only then you can add restrictions.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Jakkamsetti Pra · ‎08-01-2024

Hi @Dr Atul G- LNG

It should not resolve by ServiceNow UI and it comes through the API. So we want to abort this action for other users.