CA Service Management

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  • 1.  CA SDM: lock ticket

    Posted Apr 13, 2016 05:09 PM

    Hi team,


    How is it possible to lock a ticket fom spel so it would NOT be possible for any user to update it from CA Service Desk.

    I tried to use checkout using the send_wait but with no success: the ticket can still be updated by any user, and I can't see the corresponding lock in the Administration tab/system locks.

    Using the send_wait with uncheck, I can easily unlock the ticket.


    Thanks a lot in advance

  • 2.  Re: CA SDM: lock ticket

    Posted Apr 15, 2016 04:20 PM

    Can you provide some more details on the process and at what point the ticket should be locked?  Is this only the web interface that is active?  There may be form level solutions and/or status actions.



  • 3.  Re: CA SDM: lock ticket

    Posted Apr 15, 2016 05:09 PM


    sounds like extreme customization, the thing that I like


    you can try to achieve this in this way (i have no code examples at this moment, so check syntax twice):

    - publish z_lock attribute;

    - mod file could be:

    MODIFY <factory> PRE_VALIDATE z_lock_obj(z_lock) 1337 FILTER((z_lock{}) || EVENT("UPDATE"));

    - spl:

    <factory>::z_lock_obj(...) {
      int prev_lock, new_lock;
      prev_lock = argv[2];
      new_lock = argv[3];
      if ( (prev_lock == new_lock) && (new_lock == 1) ) {
        set_return_data("Unable to modify locked object");
      } else {
        logf(SIGNIFICANT, "Changing object %s lock {%d > %d}", persistent_id, old_lock, new_lock);