How to prevent users resolving their own tickets for one specific service

Andrew Eyre
Tera Contributor

‎05-16-2023 07:13 AM

On the Service Portal, users have the Actions menu, from which they can self-resolve any ticket that has them set as the caller. 

We want to hide this option for one specific service, but I can't work out how to do it. 

I have had a look in the Widget - Standard Ticket Actions and I can see that this code controls the visibility of the options

    if (incidentGr.get(incidentSysId)) {
var incidentUtils = new global.IncidentUtils();
data.canResolve = incidentUtils.canResolveIncident(incidentGr);
data.canReopen = incidentUtils.canReopenIncident(incidentGr);
data.canClose = incidentUtils.canCloseIncident(incidentGr);
data.showActions = data.canResolve || data.canReopen || data.canClose;
    }
 
So I was thinking the easiest way would be to check if the ticket service matched the one I want to lock out and set data.canResolve to false, but I am open to any suggestions
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2 REPLIES 2

Bert_c1
Kilo Patron

‎05-16-2023 07:55 AM

Hi Andrew,

 

You can add a new function to the 'incidentUtils' script include, with name similar to 'canResolveIncident' found in 'incidentUtilsSNC' script include.  and then call the new function in your script above.

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Andrew Eyre
Tera Contributor
In response to Bert_c1

‎05-16-2023 08:32 AM

I was actually a step ahead of you there, it was the incidentUtils script I tried modifying first.. 

I added this to incidentUtils

IncidentUtils.canResolveIncidentNew = function(current) {
        if (current.incident_state == IncidentState.CLOSED || current.incident_state == IncidentState.RESOLVED || current.incident_state == IncidentState.CANCELED)
            return false;
if (current.business_service == "d2d01770c32c915008987155df013102")
return false;
        if (gs.hasRole("itil_admin,itil,sn_incident_write"))
            return true;
        if (current.caller_id == gs.getUserID())
            return !this._isMajorIncident(current);
        return false;
    };
 
I then called that from the widget script by modifying the data.CanResolve line :

data.canResolve = incidentUtils.canResolveIncidentNew(incidentGr);
 
It didn't like it. 
it threw the error 
"Server Javascript error Method "toString" called on incompatible object"

 
so clearly I have a syntax issue somewhere
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