Clarity Service Management

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Reopen restriction when status set to close, unresolved, cancelled

  • 1.  Reopen restriction when status set to close, unresolved, cancelled

    Posted 08-10-2018 06:17 AM

    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



  • 2.  Re: Reopen restriction when status set to close, unresolved, cancelled

    Posted 08-10-2018 06:45 AM

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



  • 3.  Re: Reopen restriction when status set to close, unresolved, cancelled

    Posted 08-10-2018 02:53 PM

    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.

     



  • 4.  Re: Reopen restriction when status set to close, unresolved, cancelled

    Posted 08-10-2018 10:31 AM

    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 



  • 5.  Re: Reopen restriction when status set to close, unresolved, cancelled

    Posted 08-10-2018 02:54 PM

    Hi CHichen

     

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



  • 6.  Re: Reopen restriction when status set to close, unresolved, cancelled

    Posted 08-10-2018 03:21 PM

    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



  • 7.  Re: Reopen restriction when status set to close, unresolved, cancelled

    Posted 10-01-2018 05:37 AM

    Hi Chichen

     

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



  • 8.  Re: Reopen restriction when status set to close, unresolved, cancelled

    Posted 10-01-2018 11:07 AM

    after you installed the option, did you recycle SDM?



  • 9.  Re: Reopen restriction when status set to close, unresolved, cancelled

    Posted 10-01-2018 02:46 PM

    What about using status transitions?