Hiding Update and Save Buttons for Incidents in Resolved status.

[Glynn_Parker1]

I am trying to figure out how I can hide the Update and Save form buttons for incidents in a status of Resolved.

Today, where an incident is resolved, our customers see both the update and save buttons, along with Accept Solution (when clicked the incident moves into closed) and Reject Solution (when clicked the incident moves back to in progress) buttons.

We have found that many users ignore the accept/reject buttons, and simply add additional comments (if the incident is not resolved the users satisfaction), and click either the Update or Save buttons. This renders the accept/reject buttons somewhat obselete. Worse still, the support teams do not see the update, so we end up with unresolved ticket still in a status of resolved. This lack of visibility tends to lead to multiple complaints.

The solution I'd like to achieve is that the update and save buttons disappear (for the end user only) when an incident moves into a resolved status. They should remain available for ITIL role holders. The thoery being, end users are forced to use the accpet or reject buttons as appropriate.

I have tried playing around with UI actions, with little success and my scipting knowledge is at best somewhat limited.

Any ideas?

Thanks

[Hussain Kachwal]

Hello Mark,

Have stuck in the same condition where I want to disable Save & Submit button for my custom application only. I am unable to receive it using the script mentioned.

Please help.

[Glynn_Parker1]

Thanks Mark - it worked a treat. 🙂

[rjtu]

That code works perfectly to remove the 'Save' BUTTON, but what code do i have to use to remove 'Save' from the CONTEXT MENU?

many thanks

[kumaran]

how to hide the 'save' from form context menu. Please help

[pratulagarwal]

Hi Kumaran,

You just need to go to your UI action and and the condition, current.state!="Resolved".

This will not render the UI action when the state is resolved.

Regards

Pratul Agarwal