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Greetings!

 

I have a Business Rule that disables the custom status “Pending Remediation Validation” unless a particular Category/Sub-category is selected (see below). The problem is, this rule only seems to apply to the options for the main panel on the right side of a ticket’s detail page, and not for the Ticket-list view Status change option or for the Ticket Reply “Send and set status as...” option. The status still shows up in these two places, regardless of the ticket category. 

 

Any ideas?

 

 

Thank you.

@Corporate Ladder, under advanced settings do you have “enforce system-wide” enabled? I believe this will do what you are looking for. Note: that this condition will be enforced for API requests and other processes as well. 

 

@ggallaway Thank you for your reply! At the time of my original post, I did not have that option toggled on, and after enabling it, I see no change in the visibility of the Remediation Verification Status outside of the ticket detail side panel (see below).

 

 

Ticket list view:

 

 

Ticket Reply “Add and set as” option:

 

 

Ok, I played around with this and you are correct. I would contact support as this doesn’t appear to be working as we would expect it too. 

@ggallaway While this doesn’t hide the button, do you know if this option at least disables it from working?

@ggallawayWhile this doesn’t hide the button, do you know if this option at least disables it from working?

You could  create a WFA that on update, status = x and category = not Y  set status to open. It’s the only workaround I can come up with 

There is no way to hide these values in the ticket list view, action business rules don’t apply here.

You can create a second business rule with system-wide enforcement like others suggested which throws a validation error message, so that when people try and pick this status, it won’t actually change, but you can’t completely hide it from the drop-down.

With the new Update this should be solved. We have a similar szenario hiding the closed status by busines rule, and now the “add note and set as closed” option is gone.

To consolidate what others have said:

  • The config you have is set so EITHER cybersecurity or remediation selections are required. You probably want this to say ALL instead of ANY.
  • On top of this rule, set a second rule is configured as below:
    • Check the Enforce system wide button under advanced
    • Conditions:
      • Meet ALL
        • Ticket Forms.Status is Pending Remediation Validation
        • Ticket.Subcategory is not Sub-Category Remediation
    • Check the validation button
    • Enter text telling the user this isnt allowed.

We do similar to block people from using closed instead of Resolved. Here’s the config we use:

 

@Corporate Ladder I do not know if this helps but I think yo need to have two Business rules here.
one for each Category you have.

I have created a similar role to yours and it works fine (hides the Sttus as it should) but it only has one category condition and is marked to match all.

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