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Absent Member.
Absent Member.
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Close Incident and Interactions through ESS

Hi,

 

I have desigined a customized form in an end user page where i have used customized button "submit" which must do two tasks for me:-

1. Close the interaction 

2. Also close the associated incident for the interaction.

 

I logged in as an ESS user , click on customized button "submit" , & recieved the following :-

 

"User sa00002 does not have authorization to perform the action: close"

 

sa00002 is a self service user.

 

I have placed the script in the DO of the submit button. 

 

My Script looks like :-

 


var RelatedIncidentID;
print("Befoer scfile now");
var mySCFile = new SCFile("screlation");
var qid=record.incident_id;
print("qid" +qid);
var f1 = mySCFile.doSelect("source.filename=\"incidents\" and depend.filename=\"problem\" and source=\"" +qid+ "\"");
print("after screlation select");
if (f1 == RC_SUCCESS)
{
RelatedIncidentID = mySCFile.depend;
print("Related Incident ID" + RelatedIncidentID);
var findIncident = new SCFile ( "probsummary" );
var f2 = findIncident.doSelect( "number=\"" +RelatedIncidentID+ "\"" );
if (f2 == RC_SUCCESS)
{
print("After update" + findIncident.problem_status);
findIncident.doAction("close");
}
}

 

I have attached the DO screenshot.

 

Pls help .

 

Kudos will be awarded.

 

Thanks in advance.

 

Rgds

Madhu

 

 

 

 

 

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3 Replies
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Absent Member.
Absent Member.

One more update:-

 

I have removed nullsub($G.ess, false)=false from DO (close/resolve) of "apm.edit.problem".

 

Still issue persists !

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Absent Member.. Absent Member..
Absent Member..

The closure of the incident will not complete under an ESS Login user credential. ESS by design can only alter interactions. Anything executed by a display option or trigger or doc engine process at the time the user completes an action in ESS will fail to close the incident.

In order to make a process like this work, you need to generate a scheduled event at the time the end user requests closure of the interaction . That scheduled event can run under the alert or problem process and, when it executes the scheduled event, can perform the closure of the related incident.
The incident closed.by value will be the SM processor that closed the record.
----------------------------------------------------
Kudos - what, where, how, and why
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Absent Member.
Absent Member.

Hi John,

 

Thanks for your reply. Can you please guide us through the schedule creation and get this work done.

 

Thanks in Advance,

Madhu

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