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,

try to put that in script include function and call that from the condition field

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,

The 'Condition' field has a character limit. So I guess I would need to add this as a function in my existing script.

My Condition is too long because of the amount of roles.

(current.incident_state != '1' && current.incident_state != '7' && current.incident_state != '6') && (gs.hasRole("itil") || gs.hasRole("itil_admin") || gs.hasRole("admin") || gs.hasRole("assessment_admin") || gs.hasRole("certification") || gs.hasRole("cmdb_query_builder") || gs.hasRole("dependency_views") || gs.hasRole("sn_bm_client.benchmark_data_viewer") || gs.hasRole("template_editor") || gs.hasRole("view_changer")current.caller_id == gs.getUserID())

The current Script/functions are:

What would the condition look like as a function (function onLoad() {) in the below script please.

 ************************************

(function onLoad() {)

var current.incident_state != '1' && current.incident_state != '7' && current.incident_state != '6') && (gs.hasRole("itil") || gs.hasRole("itil_admin") || gs.hasRole("admin") || gs.hasRole("assessment_admin") || gs.hasRole("certification") || gs.hasRole("cmdb_query_builder") || gs.hasRole("dependency_views") || gs.hasRole("sn_bm_client.benchmark_data_viewer") || gs.hasRole("template_editor") || gs.hasRole("view_changer")current.caller_id == gs.getUserID()

) //Would this work?

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();
}

Kind regards,

Pierre

[Omkar Mone]

Hi Pierre

Check the below ss for reference where you need to put the condition -

Regards,

Omkar Mone

[Pierre5]

Hi Omkar,

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();
}

[Omkar Mone]

Hi Pierre,

Instead of the condition you have, in the incident_state can you try with

(current.incident_state != '1' && current.incident_state != '7' && current.incident_state != '6') && (gs.hasRole("itil") || gs.hasRole("itil_admin") || current.caller_id == gs.getUserID())

Let me know if that helped.

Regards,

Omkar Mone