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CA ITPAM: lock ticket

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  • 1.  CA ITPAM: lock ticket

    Posted 04-11-2016 03:14 AM

    Hi team,

     

    How is it possible to lock/block/checkout ticket from CA ITPAM so it would NOT be possible for any user to update ticket from CA Service Desk or from another CA ITPAM process? If it is possible I want to use the same function by which CA Service Desk checkouts the tickets and lets you see the corresponding lock in the Administration tab/system locks.

     

    Thanks a lot in advance.



  • 2.  Re: CA ITPAM: lock ticket
    Best Answer

    Posted 04-13-2016 02:06 AM

    Hi Anas,

    I am not sure how the ticket can be locked down in CA Service Desk.

     

    But in ITPAM process you can lock the ticket so that it cannot be used simultaneously by another process.

    For that you need to create a Resource Object in which you will be saving the persid of the ticket as a resource.

    Once you save persid of the ticket as a resource, you can use the ITPAM functions or Manage Resource Operator to lock down that persid while you perform some operation on it and then free up the resource again by using ITPAM functions or Manage Resource Operator.

     

    A good example is provided in ITPAM documentation using Manage Resource Operator in Content Designer Reference.

    Please note: this will not lock ticket in Service Desk, this lock will be limited only to ITPAM processes.

     

    Thanks

    Tushar