Standard ticket configuration - Actions

[Talya]

Hi All,

In Service portal/ employee center, when end user click on My Requests - He will be displayed the 'Actions' to Resolve.

We can configure the Standard ticket to be displayed for particular users. We have a custom field called 'Requested for' on incident form.

In our requirement,

We are displaying the incidents in the portal for the users , if the logged in user is either 'Caller' or custom field 'Requested for'.

The Resolve action is available in the widget for the user, caller/Requested for both.

When user in the caller field click on the Resolve action , then OOB Resolution code gets updated to 'Resolved' and Closed notes gets updated to 'Resolved  by caller'.

But in the case, if the ‘Requested For’ field user is different than ‘Caller’ field then following Error is displayed.

ErrorData Policy Exception: The following fields are mandatory: Resolution code, Close notes

We want it to work for 'Requested for' field similar to Caller field.

When 'Requested for' field user tries to Resolve the ticket, it should automatically update the Resolution code and close notes.

Please help me how to achieve this.

Thanks,

[Talya]

@Pooja_Patil , Any leads on this please.

[Pooja_Patil · Accepted solution]

@Talya 

Incident table has an OOB insert before BR(Caller close) that checks if caller_id matches current user, and a data policy that makes code & notes mandatory if state is resolved.

Please add this in condition (marked in green)

current.caller_id == gs.getUserID() || current.requested_for == gs.getUserID() &&

Then make sure you update the script to populate resolution code & close notes based on which user resolved the incident.

~BR

Pooja Patil

Please mark this as helpful and accepted solution if applicable.

[Talya]

Hi @Pooja_Patil , Thank you for your quick response. I did those changes and checked today. I have 2 queries related to this.

1. After making suggested changes, the Requested User is able to Resolve the incident. But he is not getting the close action. (The user who is caller field of incident gets the close action as well)

Any pointers on this?

2. I have configured the incident portal in My Requests filter as below,

That is how, incidents are displayed to user even though they are not in caller field.

But problem is this is working for only ITIL users.

We want end users without any roles to be able to see the incidents in Employee center My Requests -> Incidents page and Resolve the incident.

Please suggest how can this be achieved.

Thanks,

[Pooja_Patil]

@Talya , could you please elaborate and add some screenshots so I can understand the request?

Which action button isn't appearing? There could be another business rule or client script that is preventing the button to appear.