CA Service Management

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Reopen Close Tickets !!

  • 1.  Reopen Close Tickets !!

    Posted 03-12-2019 05:19 AM

    Hi All,

     

    It is possible to restrict end user (Employee) to reopen a closed ticket ? if yes please guide me how.



  • 2.  Re: Reopen Close Tickets !!

    Posted 03-12-2019 05:25 AM

    Hi Ahmer,

     

    you can restrict editing closed tickets in Data partition (Role managment).

    Simply add Pre_update constraint with code "status != 'CL'"

     

    Check this document -

     

    https://comm.support.ca.com/kb/restrict-the-users-from-reopening-or-editing-the-closed-tickets-in-sdm/kb000126352

     

    Let me know if this helps



  • 3.  Re: Reopen Close Tickets !!

    Posted 03-12-2019 05:28 AM

    Thanks Maheshwar for quick reply.... if i did what u said then only end users will not able to reopen tickets and analysts can reopen right?



  • 4.  Re: Reopen Close Tickets !!

    Posted 03-12-2019 05:45 AM

    Ensure that the DataPartition (DP) that you are writing is for Employee DP.

     

    If you use this DP for other user then it wont let them update closed tickets.

     

    Do a test on your DEV environment before moving it to PROD