How to remove action button on Incidents

[cwillard]

How can I completely remove the action button on IT Incidents? It should only be removed on the front end view of the case. We don't want users to be able to take actions on the case they submitted for the time being. 

[Community Alums]

Hello @cwillard ,

This action button comes from the "Actions Widget", and this widget is calling in the "Standard Ticket Header" widget. So for this, you need to clone the "Standard Ticket Header" widget because this widget is in read-only mode. Then, in the cloned widget, comment or remove code from lines 41 to 43 in the HTML template and save it. SS:

Attach that modified cloned widget to the standard ticket page. SS:

Result:

@cwillard, Please mark my answer as "Accept as Solution" and "Helpfuls." If it works for you.

Thank you!

[cwillard]

Hi Khushboo, 

I actually found a much simpler way to do this. I went to Standard Ticket Configuration and removed the action widget. Here is a screenshot. 

Thanks!

[Dan O Connor]

@Community Alums Out of interest, before you commented out the action button, did you notice the caller name being cut off like it is in your screenshot? 

[Community Alums]

@Dan O Connor , Yes, the caller's name was cut off earlier as well. SS: