Edit in List View - allowing users to close incident

[Marc_See]

One of our users reported this and I wanted to see if anyone found a way to fix this. OOTB, itil users are only allowed to resolve an incident, and not close:

Here's the issue. When a user in list view, they are given the option to close:

I was asked to remove this functionality. As an itil user, I would want to keep this feature as it makes managing tickets faster.

Any ideas on how to remove the ability to "Close" the ticket from the list view?

[Jaspal Singh]

Hi Marc,

You can keep it opened/editable for assignments (Assignment Group, Assigend To) fields. In your cse if the Field is state then you can create ACL of type list_edit for incident table's state field & specify the role as Admin in the role. This should suffice your requirement.

[ccurtis]

Thank you for the insight into this, I was able to achieve my goal.

[Kunal Varkhede]

Hi,

You don't need to create ACL for your use case, by creating onCellEdit() client script it is possible.Make sure that provide role correctly in g_user_hasRole('');  

function onCellEdit(sysIDs, table, oldValues, newValue, callback) {
    var saveAndClose = true;

   //var itil = g_user.hasRole('itil');
	//alert('admin'+itil);
	if (newValue == "7"  &&  g_user.hasRole('itil')) {   

               alert("You cannot change the state to Closed from the list view.");   
               saveAndClose = false;   

       }   
       callback(saveAndClose); 
}

I hope it will help you.

Please mark Correct/Helpful answer if it help you in any way.

Thanks and Regards,

Kunal

[Marc_See]

It didn't work on my personal instance (turned off resolution codes and notes then implemented the idea above). Instead of 'itil", I placed "incident_manager". Also what's "7" for? here's what I have in the client script: