How to Hide the Resolve Button from the Caller on an Incident Record - Support and Troubleshooting

How to Hide the Resolve Button from the Caller on an Incident Record Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } By default, the user who reports an Incident (Caller) can click the Resolve button to change the Incident state to Resolved.

This behavior is expected and by design.

This KB article provides a sample customization approach to hide the Resolve button from the Caller.

If any issues arise after implementing this customization, please revert the changes.

Reproduced Steps:

Open the Employee Center portal ( /esc ). Access the Record Producer - Create Incident and create a new Incident. The Resolve button will be visible. This button is also visible in the Service Portal ( /sp ) and the platform UI.

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } As of Yokohama

Cause .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The UI Action "Resolve" ( sys_id=38c073d7465762820116c37c3353540f ) uses the condition:

new global.IncidentUtils().canResolveIncident(current)

This logic is defined in the read-only Script Include IncidentUtilsSNC ( sys_id=a1b5e796531232000600e26b88dc3472 ), which contains the following method:

canResolveIncident: function(current) { if (current.incident_state == IncidentState.CLOSED || current.incident_state == IncidentState.RESOLVED || current.incident_state == IncidentState.CANCELED) return false; if (gs.hasRole("itil_admin,itil,sn_incident_write")) return true; if (current.caller_id == gs.getUserID()) return !this._isMajorIncident(current); return false; } Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To override this logic and hide the Resolve button from the Caller, use a custom Script Include named IncidentUtils ( sys_id=87e5e796531232000600e26b88dc3478 ) and modify the canResolveIncident method as follows:

This is an example.

IncidentUtils.prototype = Object.extendsObject(IncidentUtilsSNC, { initialize: function() { IncidentUtilsSNC.prototype.initialize.call(this); }, /***************Custom changes****************/ canResolveIncident: function(current) { if (current.incident_state == IncidentState.CLOSED || current.incident_state == IncidentState.RESOLVED || current.incident_state == IncidentState.CANCELED) return false; if (gs.hasRole("itil_admin,itil,sn_incident_write")) return true; if (current.caller_id == gs.getUserID()) return false; return false; }, }); After applying this customization, the Resolve button will no longer be visible to the Caller in the Employee Center portal, Service Portal, or platform UI.

For more information on customizing Script Includes, refer to the following documentation:

Script includes and customization