Stop New Incident Record Cannot be Resolved

[Jacob23]

Hi, I am trying to setup some logic to stop users from opening a new incident record and then closing it as resolved. We want a new incident record to only be open as "New" or In "Progress". Happy to either stop the State field from showing the options in the first place until ticket has been moved to "In Progress", or create a field alert to let them know it cannot be set as resolved from a new state.

I would like assistance with the script that would need to be used within an on client script. I could aslo do via a busienss rule but that will require the users to fill out the form and submit the ticket for the error to bounce back.

[David Whaley]

I would suggest using the State Flows table Use state flows.  You would just create the records where the states can move from new and so on 

Thanks,

David Whaley

[Jacob23]

Thanks for raising this, I have not seen this before but good to know for future reference. I am happy with the solution I currently have in place.

[Gunjan Kiratkar]

Hi Jacob, 

You can use below change client script which will work both onChange and onLoad :- Remove choices as per your requirement.:-  On Change of state

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
 if (isLoading || newValue === '') {
 if (g_form.getValue('state') == 1) {
 g_form.removeOption('state', '3');
 g_form.removeOption('state', '6');
 g_form.removeOption('state', '7');
 g_form.removeOption('state', '8');
 }
 return;
 }

//Type appropriate comment here, and begin script below
 if (newValue == 2) {
 g_form.addOption('state', '1','New',1);
 g_form.addOption('state', '2','In Progress',2);
 g_form.addOption('state', '3','On Hold',3);
 g_form.addOption('state', '6','Resolved',4);
 g_form.addOption('state', '7','Closed',5);
 g_form.addOption('state', '8','Canceled',6);
 }


}

Please mark my answer as helpful/correct if it resolves your query.

Regards,

Gunjan Kiratkar

Consultant - ServiceNow, Cloudaction

Rising Star 2022

[Gunjan Kiratkar]

Output:-

New Incident:-

When the state moves to in progress:-