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

[kaushal_snow]

Hi @gharish ,

By customizing the MajorIncidentTriggerRules script include (extending the OOB MajorIncidentTriggerRulesSNC) and overriding canPromoteMIC() to return false for priorities P3/P4, thereby blocking the promote action, and/or by modifying the declarative Form/Record Action in the Workspace UI Builder (Now Experience) for SOW to add a condition so that the Promote to Major Incident action only appears when priority is 1 or 2...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Ankur Bawiskar]

@gharish 

approach shared by @Viraj Hudlikar should help you.

If my response helped please mark it correct and close the thread so that it benefits future readers.