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Symptoms


Itil users who may have had the ability to select 'Closed' on a record with a state field - generally before update - are no longer able to select the 'Closed' choice for Incident State and State fields.

Release


Kingston

Environment


Express->Enterprise upgraded instances

Cause


In the upgrade to Kingston, a Best Practice Client Script is added to the system, automatically set Active=true. This Client Script will "Hide "Closed" Incident state and State from everyone but itil_admin".

Resolution


  1. Navigate to System Definition > Client Scripts
  2. Filter for Name= (BP) Hide Choice - Closed
  3. Open Client Script
  4. Uncheck Active field (Set Active=false)
  5. Save/Update

Additional Information


Although the Client Script mentions that it is best practice, this Client Script will only be useful to you if you Business Case is to prohibit technicians from manually closing incident records, as opposed to setting them as resolved and waiting for the autoclose Business Rule to closed then out.

Article Information

Last Updated:2018-08-24 06:48:20
Published:2018-08-24