Restricting the "New" Option in Lookup List for Emergency Change Without Affecting Original Incident
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3 weeks ago
Hi everyone,
In our ITSM implementation, emergency changes are typically raised only for P1 (Priority 1) or major incidents. This is enforced by using a lookup field in the Emergency Change form, known as the Point of Entry field, which references the Incident table.
During recent investigations, we found that users were able to create emergency changes referencing low-priority incidents, which are not considered valid for emergency changes. Upon further analysis, we discovered the following:
The Point of Entry field on the emergency change form is a reference field to the Incident table.
Users are using the lookup icon (reference lookup) to open the incident list.
In the incident lookup pop-up, there is a New button, which allows users to create a new incident directly from the reference lookup list.
Users have been creating low-priority, non-major incidents through this option, and those incidents get linked to emergency changes—even though they should not be valid inputs.
Attempts to hide or remove the “New” button globally on the Incident table also impact the main Incident module, which is not desirable.
Prevent users from using the New option in the Point of Entry reference field lookup, only in the Emergency Change form, without impacting the general usage of the Incident table
I would appreciate any suggestions you may have.
Thanks,
Nandini
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3 weeks ago
