Restrict Changing of Priority

[briansoucie]

Hello All,

I am not very well versed in scripting at all and I need some help from the community.

I am trying to restrict the lowering of a priority on incident tickets by technicians (which increases the SLA).

I have created a role that I will assign to the Team Managers and I want to allow them to change the priority.

I have looked through various postings and thought the screenshot of the client script below would work but I was wrong.

Error:

We do NOT use impact and Urgency. We have 9 different Priorities (1-9)

So anyone (except a manager with the Team Manager role) would be unable to lower a priority and extend the SLA.

Increasing the priority would not be restricted.

Can anyone assist or is there a better way to do this?

Thanks in advance for your help.

[briansoucie]

Stephen,

I didn't see this until after I responded.

This WORKED!!!

Awesome help… Thank you

[Stephen Whitney]

Good deal, glad I could help.

Don't forget to hit like, helpful or correct for my response and for future community members who have similar questions.

[briansoucie]

Stephen,

You helped.

That got rid of the errors. But wasn't functioning properly. Then I noticed some errors in my script and modified as shown below.

I then noticed that even if the person didn't have the role, when reducing the priority, the message appeared and it disallowed the change.

I appreciate all your help. You have been great

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

if (isLoading || newValue === '') {

return;

}

//Type appropriate comment here, and begin script below

var isTeamManager = g_user.hasRole('JR - Team Managers');

if (!g_form.isNewRecord() && oldValue < newValue && (!g_user.isTeamManagers))

{

alert('Your manager is required to lower the incident priority. Please contact your manager');

g_form.setValue('priority', oldValue);

return false;

}

else{

return;

}

}