How to hide the resolved tickets in incident list for itil users without acl.

ManjunathP · ‎12-16-2024

Hi,

I need to achieve how to hide the resolved and closed records in incident list without acl. How can we do this use case?

Please help me out.

Thanks,

Manju

Dr Atul G- LNG · ‎12-17-2024

Hi @ManjunathP

What is use case here? ACL is best or create a filter and shared with ITIL users.

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JenniferRah · ‎12-17-2024

You could create a Before Query business rule. Add your condition (You would at least want to exclude admin role and maybe some others.) and then in the script have it be something like this:

current.addActiveQuery();
current.addQuery('state', '!=', 6);

You can look at the OOTB "user query" business rule to see something similar. This won't completely hide the items. If they have a direct URL, they can still see them. But it won't show in a list view.