Need to remove Promote to Major incident options in the three dots in SOW as shown in the snio

[gharish]

Need to remove the Promote to Major incident in SOW workspace for P3/P4 incidents? Any suggestions on how to resolve the issue in detail?

[SP22 · Accepted solution]

Hello @gharish,

Open: System Definition → Script Includes.
-Locate MajorIncidentTriggerRulesSNC (read‑only) and MajorIncidentTriggerRules (your extension).
-Copy from MajorIncidentTriggerRulesSNC the functions canPromoteMIC into your editable MajorIncidentTriggerRules. Then add a priority check so they return false for P3/P4.

Sample script below:

var MajorIncidentTriggerRules = Class.create();
MajorIncidentTriggerRules.prototype = Object.extendsObject(MajorIncidentTriggerRulesSNC, {

  canPromoteMIC: function() {
    // Hide "Promote to Major Incident" unless P1 or P2
    if (current.priority != 1 && current.priority != 2)
      return false;

    // Defer to OOB logic
    return MajorIncidentTriggerRulesSNC.prototype.canPromoteMIC.call(this);
  },

  type: 'MajorIncidentTriggerRules'

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks
Santosh.P

[SP22 · Accepted solution]

Hello @gharish,

Open: System Definition → Script Includes.
-Locate MajorIncidentTriggerRulesSNC (read‑only) and MajorIncidentTriggerRules (your extension).
-Copy from MajorIncidentTriggerRulesSNC the functions canPromoteMIC into your editable MajorIncidentTriggerRules. Then add a priority check so they return false for P3/P4.

Sample script below:

var MajorIncidentTriggerRules = Class.create();
MajorIncidentTriggerRules.prototype = Object.extendsObject(MajorIncidentTriggerRulesSNC, {

  canPromoteMIC: function() {
    // Hide "Promote to Major Incident" unless P1 or P2
    if (current.priority != 1 && current.priority != 2)
      return false;

    // Defer to OOB logic
    return MajorIncidentTriggerRulesSNC.prototype.canPromoteMIC.call(this);
  },

  type: 'MajorIncidentTriggerRules'

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks
Santosh.P

[gharish]

This solution worked.

[Viraj Hudlikar · Accepted solution]

Hello @gharish 

Since you need to do it only in the sow workspace, you can edit the declarative action, which is showcased below for navigation.

 Now open this record and add the record condition as per your requirement.

Save it and navigate to the SOW workspace, and you won't see those declarative actions.

Before Change:

After Change

If you need this over the native UI, then just add the condition as showcased below:

If my response has helped you, hit the helpful button, and if your concern is solved, do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[gharish]

This worked with no scripting and working fine.