Giuseppe Iannacone Posted October 17, 2017 Share Posted October 17, 2017 Hi everybody, we are using the 2 stages closure for all our requests (Incidents and Service Request), is there a way to avoid that a technician can manually close a request? I mean how can i remove the "Close" button once the incident has been resolved and waiting for the expire period or user's reply? Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted October 18, 2017 Author Share Posted October 18, 2017 Is there anybody in there?!? Link to comment Share on other sites More sharing options...
Victor Posted October 18, 2017 Share Posted October 18, 2017 @Giuseppe Iannacone apologies, we missed your post... For future reference, the Hornbill Switch On & Implementation Questions section is for questions/queries regarding the Switch On & Implementation process itself, not necessarily queries about the product, therefore it has less visibility across the board... I have moved this thread to Service Manager section of our forums. You can do what you need by disabling the "Resolve/Close" action button via the business process, once the request is resolved. So after the resolution, in the BP have another node to update request actions (screenshot). Then have the BP waiting for user's reply (probably via a human task with an expiration). In the next node, enable back the "Resolve/Close" action button... Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 18, 2017 Share Posted October 18, 2017 Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted October 21, 2017 Author Share Posted October 21, 2017 @Victor Thank you for the reply. I can't use the lock action because we are using the 2 stage closure process, and I want people be able to resolve request and if necessary reopen manually incident and service request for example on a customer notification replies. Why there isn't a specific role like "Close Service Request" for service requests? Is there a way to create a set of rights similar to "Close Service Requests" for Incidents (Close Incidents for example)? here fore example a custom role without the right "Close Service Requests" Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted October 23, 2017 Author Share Posted October 23, 2017 ok, while i was thinking at my post, I also found the answer by my self... i was looking at the wrong role. it is enough to create a duplicate role for "incident management user" and than I was able to remove the "close incidents" right as i was able to do with the Service Requests. I hope this helps other folks on the forum. Thank you. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 23, 2017 Share Posted October 23, 2017 Hi @Giuseppe Iannacone Thanks for the update and I'm sure that this will help others. Regards, James Link to comment Share on other sites More sharing options...
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