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

[Andrew Eyre]

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

[Bert_c1]

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.

[Andrew Eyre]

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