Idea Details

Allow to Link inactive tickets as Child while EDIT_INACTIVE=NO

Last activity 25 days ago
Stephanie Maehr's profile image
08-21-2017 05:12 AM

While SDM can be configured to prevent editing of inactive tickets, ticket relationship editing should apply to a different rule.

 

- editing an active ticket should allow to attach an inactive ticket as child, because ticket dependencies can be discovered at a point in time where the early issues were resolved/closed with a workaround. 
Applying parent/child relationships to a newer ticket are required to track dependencies for reporting and better analysis.

With "edit_inactive=no" that type of edit is prevented since SDM tracks parent relationships and thus would try to edit the (inactive) child to add the (active) parent.


Comments

08-20-2018 08:48 AM

CarolPiccus,

 

From my experience, there are two major use cases for preventing editing of an inactive ticket.  One is to have consistent reporting so that service KPIs cannot be 'fudged' for a desired outcome.  The other one is related and is because audit/governance has well defined rules as to when _any_ business record can be altered and edit_inactive=no is chosen as the easiest business process to enforce that.

 

Both of these can be handled without resorting to preventing editing inactive tickets globally, but it requires well defined rules and audits that clearly show who, when, and why it was altered.

 

For example, allowing inactive tickets to be edited only by certain roles at the data partition level and restricting which fields can be changed at the form/object layer.  Each change requires a comment.  This allows for exception handling after the closure but also provides enough information to flag these for reporting.

 

J.W.

10-13-2017 03:02 PM

Dear Community -

 

Please provide the following feedback:

 

1) What are the use cases (and related user roles) in your implementation that have resulted in setting edit_inactive to no?

 

2) Are there other use cases for when a field should be changed on an inactive ticket? Which fields? What are the use cases? Which user roles would this apply to?

 

Thank you,

Carol

10-13-2017 02:20 AM

On the one hand it's not allowed editing an inactiv ticket by policy and on the other hand it must be possible linking an closed ticket (like Incident) to an activ ticket (like Problem or Change).

09-29-2017 01:50 PM

Thank you for submitting this idea. The product team is reviewing this idea and is looking for additional input from other community members.

 

Community Members: If you agree that this is a good idea, please vote and add comments with details about your requirements.

09-29-2017 05:43 AM

It makes it easier to work with the service desk.