Restrict creating incidents using incident.do

[JanRaphaelC]

Do you guys know what is the best way to prevent users from creating an incident using incident.do? We want to encourage users to use the Service Portal so that an Interaction record gets created first before an incident.

[Ankur Bawiskar]

@Tejas Adhalrao 

Could you share screenshots on how this can be achieved using ACL?

[Ankur Bawiskar]

@JanRaphaelC 

I don't think ACL will help here as ACL won't know if Incident is getting created using incident.do or from New button

Do this

-> Make incident complete form readonly when they access it from native

-> Hide the New button in incident list via list control

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[Chaitanya ILCR · Accepted solution]

Hi @JanRaphaelC ,

create an onLoad client script on the incident table like this

and navigate them to the portal (I have used sp you can replace sp with your desired portal)

this way if the record is a newRecord they will be routed to the portal

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[JanRaphaelC]

Looks like this is the best approach. Thank you very much.