3 Replies Latest reply on Mar 21, 2013 6:19 PM by dmshimself

    Closed incident viewing

    Specialist

      If an incident is closed currently an analyst can not view the incident because of the survey we have link to it. Is there a way to allow them to still view the incident and just block them from the survey piece?

        • 1. Re: Closed incident viewing
          ITSMMVPGroup

          In principle yes.  Create a window less action with a window for that that has all the fields you want the analyst to see.  Add that action to the point in the process and they will then see just the data you want them to see.

          • 2. Re: Closed incident viewing
            Specialist

            I understand what items you are refering to but i am not sure how they can view the action once it closed since they no longer have access to the incident.

             

            Here is what they see if they click on the incident

             

            There has been an unexpected error. Click Continue to return to the previous page.

             

            Authorisation failure. User is not authorised to perform Read operations on the IncidentManagement._IncidentSurvey class type.

             

            at Touchpaper.Framework.Data.DataObjectFactory.CheckAuthorisation(IClassType classType)

            at Touchpaper.Framework.Data.DataObjectFactory.CreateReader(IDataObjectContext context, String className)

            at Touchpaper.Framework.Data.DataAttribute.ResolveObjectRef()

            at Touchpaper.Framework.Data.DataAttribute.GetValueLoadOnDemand()

            at Touchpaper.ClientClasses.SystemManagement.AuditTrailItem.get_ValueObjectReference()

            at Touchpaper.Web.Console.Components.Controls.HistoryPanel.AddItem(AuditTrailItem auditItem)

            at Touchpaper.Web.Console.Controllers.ObjectController.BuildHistoryPanel(IDataObject dataObject, Boolean isVisible)

            at Touchpaper.Web.Console.Controllers.ObjectController.PopulateForm(ObjectForm form, IDataObject dataObject)

            at Touchpaper.Web.Console.Controllers.ObjectController.OpenForm(ObjectParameters parameters, String formID, IDataObject dataObject, Nullable`1 lockObjectAction)

            at Touchpaper.Web.Console.Controllers.ObjectController.OpenForm(ObjectParameters parameters, String formID)

            at Touchpaper.Web.Console.Controllers.ObjectController.Open()

            at lambda_method(Closure , ControllerBase , Object[] )

            at System.Web.Mvc.ReflectedActionDescriptor.Execute(ControllerContext controllerContext, IDictionary`2 parameters)

            at System.Web.Mvc.ControllerActionInvoker.InvokeActionMethod(ControllerContext controllerContext, ActionDescriptor actionDescriptor, IDictionary`2 parameters)

            at System.Web.Mvc.ControllerActionInvoker.<>c__DisplayClassd.b__a()

            at System.Web.Mvc.ControllerActionInvoker.InvokeActionMethodFilter(IActionFilter filter, ActionExecutingContext preContext, Func`1 continuation)

            at System.Web.Mvc.ControllerActionInvoker.InvokeActionMethodFilter(IActionFilter filter, ActionExecutingContext preContext, Func`1 continuation)

            at System.Web.Mvc.ControllerActionInvoker.InvokeActionMethodFilter(IActionFilter filter, ActionExecutingContext preContext, Func`1 continuation)

            at System.Web.Mvc.ControllerActionInvoker.InvokeActionMethodFilter(IActionFilter filter, ActionExecutingContext preContext, Func`1 continuation)

            at System.Web.Mvc.ControllerActionInvoker.InvokeActionMethodWithFilters(ControllerContext controllerContext, IList`1 filters, ActionDescriptor actionDescriptor, IDictionary`2 parameters)

            at System.Web.Mvc.ControllerActionInvoker.InvokeAction(ControllerContext controllerContext, String actionName)

            • 3. Re: Closed incident viewing
              ITSMMVPGroup

              Firstly you need to give the users read access to the IncidentManagement._IncidentSurvey object.  It's probably a drop down list.  Once they can open up the incident you can provide them with a windowless action in process designer at the closed status to display the attribute you had in mind using Windows Manager.