I need to grayout the closed calls so that the user cannot modify any of the fields. I am following some procedure, I want to know whether I am moving in right path. please go through the attachment to understand the same and give the solution.
And also I need to know is there any filed in the SD to check the name of the loggedin person so that I can use that field and write some DB/UI rules which helps in better customization.
We created a status named resolved in addition to the closed status and then set the roles so the all roles have status entitilement access from registered to resolved but do not have access to closed.
Once the call is resolved, we have a database rule that moves it to closed. After a call enters the closed status, the user no longer has access to edit the item (since closed is outside of the status entitlements for the role).
For use creating a new folder is another good idea. We use the folder to denote the business segment which issued the call so changing the folder was not an option, although it may work in your organization.