Hide 'Close Incident' button based on 'State' == Resolved

[Pierre5]

Dear Community,

I was wondering if someone could help with the following…

We need to hide the ‘Close Incident’ button (affect all users) when the ticket is in a ‘State’ of Resolved. It currently serves no purpose at present, and that confuses some people. incident.[incident]

I’m a novice, so any instructions or advice would need to be perfectly clear. Baby steps would be nice. 🙂

Your help will be much appreciated.

Kind regards,

Pierre

[Ankur Bawiskar]

Hi,

update the condition of that UI action as below; the below is out of the box condition

existing condition: new global.IncidentUtils().canCloseIncident(current)

added new as per your case

new condition: new global.IncidentUtils().canCloseIncident(current) && current.state != '6'

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Pierre5]

Hi Ankur,

I already have this in the condition. How and where to I add this please.

Onclick: resolveIncident();

Condition:

(current.incident_state != IncidentState.NEW && current.incident_state != IncidentState.CLOSED && current.incident_state != IncidentState.RESOLVED) && (gs.hasRole("itil") || gs.hasRole("itil_admin") || current.caller_id == gs.getUserID())

This is the script

function resolveIncident(){
	//Set the 'Incident state' and 'State' values to 'Resolved', and display mandatory fields
	g_form.setValue('incident_state', 6);
	g_form.setValue('state', 6);
	g_form.setValue('resolved_by', g_user.userID);
	
	gsftSubmit(null, g_form.getFormElement(), 'resolve_incident'); //MUST call the 'Action name' set in this UI Action
}

//Code that runs without 'onclick'
//Ensure call to server-side function with no browser errors
if (typeof window == 'undefined')
	serverResolve();

function serverResolve(){
	current.incident_state = IncidentState.RESOLVED;
	current.state = IncidentState.RESOLVED;
	current.update();
	current.resolved_by = gs.getUserID();
}

Regards,

Pierre

[Ankur Bawiskar]

Hi,

update condition as below

(current.incident_state != IncidentState.NEW && current.incident_state != IncidentState.CLOSED && current.incident_state != IncidentState.RESOLVED && current.state != '6') && (gs.hasRole("itil") || gs.hasRole("itil_admin") || current.caller_id == gs.getUserID())

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Pierre5]

Hi Ankur.

I tried this but it was too long and got cut off at the end.

(current.incident_state != IncidentState.NEW && current.incident_state != IncidentState.CLOSED && current.incident_state != IncidentState.RESOLVED && current.state != '6') && (gs.hasRole("itil") || gs.hasRole("itil_admin") || current.caller_id == gs.getUserID())

I though I was almost there... damn length has always been my problem