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Restrict Closed Status

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  • 1.  Restrict Closed Status

    Posted 07-26-2016 01:05 PM

    We have Auto-Close enabled and it is vital for us to also be able to "Close all Children". I would like to restrict (based on Role/Access Type) who can see even see the Close Status and ensure it does not interfere with either of the requirements above. We essentially would like the Help Desk Role to be able to go straight from Open to Close (for Parent/Children relationships) but not allow any other roles to even see the Close Option (at any status) so that the Auto-Close can stay in place. What is the best way to approach this, Data Partition? Would that effect the Auto-Close for other groups? Will that effect the Close All Children for the Helpdesk? Thank you.



  • 2.  Re: Restrict Closed Status
    Best Answer

    Posted 07-26-2016 01:41 PM

    Hi Jessie,  You should be able to use a data partition constraint to do this, and add that constraint to the data partition for those particular roles which you want to enforce this on.  You can simply do a view constraint on the status object to block the view of the status for "closed" - this way they cannot see it.  As long as you dont have any status transitions in place that prevent going from open to closed, then this should work for you.

    Hope this helps,

    Jon I.