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

[Omkar Mone]

Hi 

Can you show the latest condition part?

[Pierre5]

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

Also there's this in 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();
}

[Pierre5]

I tried this also, as it was another suggestion, but it exceeds the data length of the field:

(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())

Too long and cannot update the ui action.

[Omkar Mone]

Hi Pierre,

Just try to impersonate someone who doesnt have itil and itil_admin role and give it a try.

[Pierre5]

Yes, that did it.