Only Assignee can Close

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Overview

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

Procedures

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).

<source lang="javascript">// Use 'cr' for Requests, Incidents & Problems, 'chg' for Changes, and 'iss' for Issues cr::zmyscript(...){ string zmsg; // Use 'int' in place of 'uuid' in the line below if for pre-r11 releases uuid login_userid,asgn_userid; // Use 'cr' for Requests, Incidents & Problems, 'chg' for Changes, and 'iss' for Issues send_wait(0, top_object(), "call_attr", "cr", "current_user_id"); login_userid = msg[0]; asgn_userid = assignee.id; if(asgn_userid != login_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 %s", type.sym, ref_num); //zmsg=format(" Assignee must be the same as the logged in user in order to close Change Order %s", chg_ref_num); //zmsg=format(" Assignee must be the same as the logged in user in order to close Issue %s", ref_num); set_error(1); set_return_data(zmsg); return; } }</source>

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 the cr (Request), chg (Change Order), or iss (Issue) table.

POST_VALIDATE zmyscript() 111 FILTER(active==0);

For older releases triggers are made by creating a .mod file and placing it in the $NX_ROOT/site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'. <source lang="javascript">// Use OBJECT cr for Requests, Incidents & Problems // Use OBJECT chg for Change Orders // Use OBJECT iss for Issues OBJECT cr {

 TRIGGERS {
   POST_VALIDATE zmyscript() 111 FILTER(active==0);
 };

};</source>

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 releases recycle the Service Desk service.