Once an Incident has been Resolved/Closed/Cancelled then no option with create should be visible

[Ashwini Sawant1]

Hello All,

I have below request -

Once an Incident has been Resolved/Closed/Cancelled (Closed either manually by MiM for Priority 1 incident or automatically by the system for Priority 2, 3, 4, 5). There should not be possible for an action to be taken - No Story or Change and No Outage should be possible to be raised from that Incident once the INC is in Resolved/Closed/cancelled state.

Everything Create must not be possible (except Create Problem when INC is in Resolved state)

Kindly help me with the above changes in the existing UI actions related to the same. 

[Maik Skoddow]

Hi @Ashwini Sawant1 

Neither this is possible nor it's recommended.

Due to the open architecture you cannot prevent that anybody or any other module will build functionalities based on closed incidents. I know it makes no sense however it's possible. And in case you start changing the whole platform: It will create tons of skipped records in the next upgrades and thus increasing technical debts.

Maybe you better explain first WHY you want to do this.

Maik

[Ashwini Sawant1]

Hello @Maik Skoddow , 

Thank you for your prompt response. Actually, we have received this requirement from customer and hence I am looking for the solution.   

Regards,

Ashwini

[Maik Skoddow]

Hi @Ashwini Sawant1 

as the implementation partner of your customer it is your primary duty to ask WHY and explain the consequences to them.

Maik