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]

ACL of type list_edit exists for that purpose. Create one on incident table as mentioned in my comments above & it should do the trick.

[Marc_See]

How do you only restrict the changing to "closed" state? I only want to make sure that the incident is not closed by any user other than either the incident manager or admin. So here's the list_edit ACL for the incident status:

This ACL seems like it restricts the edit in list function in its entirety.

[Jaspal Singh]

I thought you wanted to restrict the entire functionality of state chagne from list view & thus recommended ACL of type list_edit. Don't you have any comments or worknotes to be entered before closure of incident? If so, if when its being done form list view it will not be entered & thus you can create a before update business rule that aborts the action when comments/worknotes are not entered.

[Marc_See]

That was supposed to be the stop gap (data policy: Make close info mandatory when resolved or closed). I only found out that our instance was still allowing closure of tickets through the list view even if this policy is active.

I'm not sure why this is still allowing because my personal instance doesn't behave the same (it's behaving as it's supposed to: not allowing closure of tickets without resolution code and notes).

In case I wasn't able to figure it out, I wanted to see if there's another way to remove the ability of closing tickets in list view without disabling the edit-in-list functionality.

[Marc_See]

Nevermind, I did more test scenarios.

You can close your own incidents in list view: it will actually record the resolution code as "Closed/Resolved by Caller" and resolution notes as "Closed by Caller".