Only Assignee can Close

This article provides instructions for implementing custom functionality that prevents anyone but the Assignee of a ticket from closing it.

Step 1. Create the script

A script is created as an .spl file and placed in the NX_ROOT/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your .spl file, but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).

CODE

// Use 'cr' for Requests, Incidents & Problems
// 'chg' for Change Orders, and 'iss' for Issues
cr::zmyscript(...) {
string zmsg;
if(assignee.userid != cst.userid) {
//Enter your alert message that appears when the if statement is fulfilled
zmsg=format(" Assignee must be the same as the logged in user in order to close %s", ref_num);
set_error(1);
set_return_data(zmsg);
return;
}
}

Step 2. Create the trigger

This step is to create the trigger that will initiate the script. The methods used to implement the trigger vary based on the Service Desk release.

For r11.x releases triggers are created via the Schema Designer utility. Simply add the following code as a Site-Defined Trigger to cr (Request), chg (Change Order), or iss (Issue) table.

CODE

PRE_VALIDATE zmyscript() 113 FILTER(active == 0);

For older releases triggers are made by creating a .mod file and placing it in the site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'.

CODE

MODIFY cr PRE_VALIDATE zmyscript() 113 FILTER(active == 0);

MODIFY chg PRE_VALIDATE zmyscript() 113 FILTER(active == 0);

MODIFY iss PRE_VALIDATE zmyscript() 113 FILTER(active == 0);

Step 3. Publish the Schema changes

The methods used to publish schema changes vary based on the Service Desk release.

For r11.x releases, follow these steps:

1. Save your Schema changes
2. Stop the Service Desk service
3. Run pdm_publish from a command line
4. Start the Service Desk service

For older release recycle the Service Desk service.