Reopen restriction when status set to close, unresolved, cancelled

[asim Shah]

Dear Consultants

 

Due to incomplete information by the end user on the ticket, Our Analysts closes the ticket by changing the status to Closed, Close Unresolved or Cancelled. And many times End users re opens the same ticket. We dont want to happen this. We need to restrict it from user end once the ticket status closed, cancel or unresolve.

 

I can see in Data partition COnstraint there is a table cr_status, Can we write a contsraint for it to when the status is close , cancel or close unresolved, end user will not able to re open it.??? If yes please help to provide the constraint.

 

Many Thanks

[Aleksandar Stancic]

did you set the edit_inactive option for the request/change in option manager?

[asim Shah]

Hi Alek

 

I just installed this option and recycled sdm services. But still im able to open in active  incidents.  i believe the option should be YES but its not editable.

 

PLease advise.

 

[Chi Chen]

DP is not conditional so anything like if A then B will not be applicable.

What you could do could be some trigger with spel code, or use preSaveTrigger2() js function. Take a look at

Persistent id issue 

[asim Shah]

Hi CHichen

 

Thanks for the advise. If the option manager edit_inactive   start work,then it would be fine for me.

[Chi Chen]

Please be aware that if you have this option installed with No value, no one can edit/reopen the tickets once they close. And it seems you only want end users not able to do this and analysts can reopen

[asim Shah]

Hi Chichen

 

THanks for the clarificfation. But still after install this option, end users are able to reopen incidents & request. Wherelse need to check?

[Chi Chen]

after you installed the option, did you recycle SDM?

[Lindsay_Estabrooks]

What about using status transitions?