Service Desk: Remove Close Request button for Employee Role

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

How can we remove 'Close Request' button for Employee Role when viewing Request ticket?

 

Environment

Release : 17.1 and higher

Component : SERVICE DESK MANAGER

Resolution

There is a block of code in the detail_cr.htmpl form in the Employee interface that reads:

// Do not display this button if using status transitions.
if (!bUseTransitionButtons) {
ImgBtnCreate("btn003", "Close_Request", "close_request()", "defer", 0);
}

You should be able to comment out this entire block to remove the functionality.

Additional Information

Make sure to use Web Screen Painter to modify the detail_cr.htmpl form and that the given form is saved in the site/mods install.