JSM Major Incident field on transition screen

Joe Johnson

Morning community,

We have a use case for making the Major Incident toggle in JSM only available to certain groups. As field security isn't possible and plugins are also not an option, I tried placing it on a transition screen with the intention of making that transition only available to a certain group, but it shows as 'unsupported' on the screen during the transition. (I tried to add a screengrab here but cannot for some reason).

Frustrating. The only other option that I have come up with is to use automation in a variety of interesting ways e.g. check if the user who changed the field is part of the correct group or not, or trigger the field to toggle when a certain transition is performed, but I'd prefer to just make it available only to certain users.

Has anyone else experienced this or have a workaround? Seems fairly obvious that you might want to place the Major Incident toggle on a transition screen.

 

Thanks!
Joe

Joe Johnson

Just to follow up on where we landed in case anyone else has the same issue.

I offered several solutions to the team including the one suggested by Lisa F. above, and in the end, the MIM team decided they would prefer one of the other options wherein when the MI switch is toggled, an automation rule checks who initiated the action. If that user is not part of the Major Incident managers group, then it the switch is toggled back to the previous state. So, if turned ON, it will revert to OFF and vice versa.

Obviously, the caveat to this is that is if there are notifications or other automations triggered when the switch is toggled, it will not stop these from happening, only revert the switch back to whatever it was before. Imperfect solution, but it fits for their use case.