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Restrict status use

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  • 1.  Restrict status use

    Posted 09-16-2019 01:47 PM
    Hello,

    It is possible on 17.1.02 SDM to restrict that an user can't set tickets on a specific status?

    He's able to use all other statuses but one.


    Regards.


  • 2.  RE: Restrict status use
    Best Answer

    Posted 09-16-2019 02:08 PM
    Hi Jason, 

    You can hide that status through a data partition and assign the dp to the contact or role being used by the contact.

    See the following document:


    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=29498

    Let me know if this works for you.
    Regards, 
    Pablo

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    Senior Support Engineer
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  • 3.  RE: Restrict status use

    Posted 09-16-2019 04:20 PM
    Hi Jason,

    An alternative to Pablo's suggestion would be to use 'status transitions'.

    https://docops.ca.com/ca-service-management/17-2/en/using/issue-management/define-status-transitions

    If a transition has not been defined to go to the status you want to restrict, then users will not be able to go to that status.

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    Kind Regards,
    Brian
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