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 · Accepted solution]

@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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[jesseisaac]

When Users tries to Resolve from the LIST View,  ServiceNow should clear the Category Field and ask the User to re-update the Category after which the INC should move to Resolved State.

How can we get this done?

[Ankur Bawiskar]

@jesseisaac 

if you allow them to change from list, you can stop the update using before update BR and show message to user

Better don't allow them to edit from list and restrict using List Edit ACL on that field

Let them change from form and you can show info message and make Category mandatory when State Changes to Resolved

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏