Incident Form - Setting a P1 Priority - Lock Down

[ToniOxley]

Good afternoon, please can someone advise?...

I am trying to develop something that will only allow colleagues with the incident_manager role to set incidents to a P1 (impact 1, urgency 1) within the incident table. Currently anyone with an ITIL role can set incidents to a P1 which is not what we want. We do however want colleagues with the ITIL role to set P2's, P3's etc just not P1's.

Please can someone advise how to go about this? is this a business rule/acl/ dictionary override - im not sure how to tackle this. - Thank you all.

[johnfeist]

You need to set type under UI Type to On Change.  That will expose another drop down where you specify the field to whose changes you are responding.

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster

[ToniOxley]

Good Morning, i have implemented the following client script in DEV and this has not resolved the issue. When i impersonated someone with the ITIL role (and not the incident_manager role) they can still log an incident as HIGH HIGH - P1.

This is the one for Impact:

This is the one for Urgency:

I also tried the business rule against the INCIDENT table... which didnt work either...

[johnfeist · Accepted solution]

Good morning Toni,

You missed an ! in the condition.  What you have is

if (g_form.getValue("impact") == 1 && g_user.hasRole("incident_manager")) {

That is saying reject the change for an incident manger.  what you need is:

if (g_form.getValue("impact") == 1 && g_form.getValue("urgency") == 1 && !g_user.hasRole("incident_manager")) {

As I was going over your code, I realized that when either impact or urgency changes you need to check both values since they must both be 1 in order to set P1 (OOTB).  The revised code can be read as if impact and urgency are 1 and the user is not an incident manager reject the chagne.

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster