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

Okay, then better put ACL for this also in your previous reply you said it should be done by user.

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Jakkamsetti Pra · ‎08-01-2024

Hi @Dr Atul G- LNG

Is it not possible through BR?

If possible, please provide me the script how to abort and it should pop message to user that you cannot resolve.

Dr Atul G- LNG · ‎08-01-2024

Hi @Jakkamsetti Pra

Yes, possible with BR, but sorry to say I am not a coder so can't help you with script.

@Sandeep Rajput @Anurag Tripathi any inputs here.

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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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Mark Manders · ‎08-01-2024

Can you explain your use case? Your question says 'how to abort action for resolving' and you description reads 'to abort action for not resolving'.

Which action is taken by who and what does it need to do when?

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

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.