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Required field on case closure

One of the engineers have been able to close a case, without ensuring the case has been assigned to himself.

I need to ensure the assigned user is set before closure.

How can I stop this happening?

Thanks

james

Answers

  • Michael_AidinovichMichael_Aidinovich Cireson Solution Architect Adept IT Monkey ✭✭
    Hi James

    You could append the "Required: true" statement to the incident.js file in the customspace directory.  Additionally, that change would force the assignedto filed whenever an analyst creates an incident.  Hope that helps.

    Mike
  • Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
    If you're using Orchestrator you could have an always running runbook looking for Incidents that get moved from any status to Resolved. Then evaluate to see if the Assigned To relationship is set, if it isn't grab the Resolved By user and make them the Assigned To.


  • James_PalmerJames_Palmer Customer IT Monkey ✭

    Hi Michael,

    Whereabouts do you add it into the file?

    @ Adam, we don't use orchestrator?

    Cheers

    James


  • Michael_AidinovichMichael_Aidinovich Cireson Solution Architect Adept IT Monkey ✭✭
    Hi James,

    Copy the "incident.js" file from C:\inetpub\CiresonPortal\Scripts\forms\templates and paste into the C:\inetpub\CiresonPortal\CustomSpace directory.  Modify the incident.js you just pasted in CustomSpace (line 50 [I believe] which is the assignto field) and append Required: true.  Hope that helps.

    Mike
  • James_PalmerJames_Palmer Customer IT Monkey ✭

    Hi Mike,

    Found the line so shall I modify like so;

    From:

    { DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem", FilterByAnalyst: false  }

    To:

    { DataType: "UserPicker", PropertyDisplayName: "AssignedTo" required:true, PropertyName: "AssignedWorkItem", FilterByAnalyst: false  }


    Thanks

    James


  • Michael_AidinovichMichael_Aidinovich Cireson Solution Architect Adept IT Monkey ✭✭
    Should be { DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem", FilterByAnalyst: false, Required: true },
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