It is possible to restrict end user (Employee) to reopen a closed ticket ? if yes please guide me how.
you can restrict editing closed tickets in Data partition (Role managment).
Simply add Pre_update constraint with code "status != 'CL'"
Check this document -
Let me know if this helps
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?
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