CA Service Management

 View Only
  • 1.  Block Opening New Tickets

    Posted Apr 12, 2016 03:23 PM


    I need to do a customization on employee interface to, if the customer have one ticket with resolved status without it validate the solution (changing ticket status to closed), it can no longer open new tickets.

    I found the argument all_creq and tried to use it in some ways (... if $args.customer.all_creq.status.sym == "RE"...) but it still fails , thought up to use an array to read all the status of tickets and take action if any of the positions is " RE " , but still am a little confused.

    Could help me with some idea?

    Many thanx!!!

  • 2.  Re: Block Opening New Tickets

    Posted Apr 13, 2016 12:48 PM


    Quickly, You may want to look at the use of pdm_list and some custom javascript looking at the length been returned to archive your needs.


    That say blocking your users to create new tickets don't seems a good way to go


  • 3.  Re: Block Opening New Tickets
    Best Answer

    Posted Jul 14, 2016 10:02 AM

    Hey guys!!!!

    Sorry for the delay!!

    I solved this issue creating a custom QREL whith the following code:

    zall_open_tickets   QREL  cr DYNAMIC {
                WHERE "customer = ? and active = 1 and status = 'RE'" ; 
                PARAM_NAMES { id } ;
                DOMSET cr_list; 
                MAX_FETCH 50 ;
            } ; 

    After this, i create a JavaScript code with a condition that show a alert message if the users have any ticket with the 'RE' status!

  • 4.  Re: Block Opening New Tickets

    Posted Jul 14, 2016 11:37 AM


    could you explain how do you use QREL in this situation?