At my organization, only the Problem Manager can open a Problem, partially because too many Problems were being opened by others that weren't really Problems. However, it caused gap for the rest of the Technology org as they are requesting access so they link incidents etc., where they find trends. At my organization, we only use Problem Management for significant issues.. many of them from Major Incidents. The Incident Manager also finds trends that are significant and hands them off to the Problem Manager for a Proactive Problem. While we allow the Technology Org to 'work' and 'resolve' Problems, only the Problem Manager can open and close Problems.
How does the rest of the world do it?
Thanks for your input.
Using different data partitions for different user roles may help here. Create a Call_Req "create"-type data partition constraint with a constraint like "type=\'P\' and id=0" for the rest of the world data partition.
Because the id value of a new problem ticket will never be 0, this should prevent others from creating problem tickets.
For data partition prevent users to close Problem ticket, you can have below setting.
Partition Type: Pre-Update
Constraint: status <> 'CL' AND (type='P')
Although there is similar techdoc FAQ340539 prevent users close a request, the above constraint is more simple. Let you know the techdoc just for reference purpose. https://support.ca.com/us/knowledge-base-articles.FAQ340539.html
Please let us know whether the data partition helps.