Incident - Close Codes Per Assignment Group

[Ruaa1]

Hello,

We have different IT units that are requesting to have their own close codes for incidents. 

Requirement:

Agent from assignment group A will not see close codes for assignment group B.

Questions:

1. Can this be done?

2. Is it best practice? Or is it better to have one set of close codes to be used by all units?

Thank you,

Ruaa

[Tony Chatfield1]

Hi, as close_code is an incident specific field I can't see any reason why you could not update the OOB choice list to add a dependency on assignment group. But this could incur additional admin overhead and require data duplication.
You could also consider script in the UI to hide values, but again it would be overhead to maintain.

Best practice is effectively whatever works best for your business and its use of the data that results from the process\solution.

In my experience if your closure codes are not generic enough to be shared across multiple teams,
then I would not expect the resulting data to have much business value as it would be subject to interpretation based on resolver team. So before progressing with any 'improvements' I would carefully consider the intended use of the results.

[Harish KM]

Hello, please find below response

1. Yes possible via onChange clientScript on Assgignment group field and you can hide and remove choices example below

var getAssignGroup = g_form.getValue('assignment_group');
alert(getAssignGroup);
if(getAssignGroup == '477a05d153013010b846ddeeff7b1225')
{

g_form.clearOptions('close_code');
g_form.addOption('close_code','No Response','No Response');
}
else if(getAssignGroup == '019ad92ec7230010393d265c95c260dd')
{
g_form.clearOptions('close_code');
g_form.addOption('close_code','Solved (Permanently)','Solved (Permanently)');
}

2. It is better to maintain same set of close codes thinking long term in mind,

[Ryan Bader]

ok I'm trying to do the same thing, but need to show/hide a few values for resolution code within an incident. the following is what I am using in my client script, but it is not working. please let me know what I need to modify

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

    if (isLoading || newValue === '') {

        return;

    } {

   //Type appropriate comment here, and begin script below

    var currentUser = g_form.getValue('caller_id');

    var assignmentGroup = g_form.getValue('assignment_group');

    var valuesToShow = [

        'No resolution provided',

        'Authorized and Expected',

        // Add more values if needed

    ];

    // Check conditions to determine if values should be shown user is SVC Deepwatch and assignemtn group is cyber security

    if (currentUser == '46ea5fd687fa3550ea87c998dabb357e' || assignmentGroup == 'fe787f2d470fb59084511fe3836d438c') {

        // Loop through the values to hide and disable them

        valuesToShow.forEach(function (value) {

            g_form.addOption('close_code', value);

        });

    }

}