restrict user access in list view

[jesseisaac]

Use Case:
Incidents are Resolved by both Users and Monitoring Tool (sys_user Name of Tool: zenduty.automation).
In most of the times Incident Category is incorrectly selected during creation.

So what we want to achieve is, when the Incident is resolved by an Agent from List View, ServiceNow should clear the Category field and ask Engineer to manually update the Category field. Once Agent updates the Category, then only the Incident should get resolved.

But if Monitoring Tool is auto-resolving the Incident, then ServiceNow should NOT ask the Monitoring Tool to update the Category, and it should let the Monitoring Tool resolve the Incident with as-is Category.

[Ankur Bawiskar]

@jesseisaac 

so you can handle this when user tries to Resolve from instance

what did you start and where are you stuck?

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