Restrict the users from reopening or editing the closed tickets in SDM
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Article ID: 126352
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Updated On:
Products
SUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceKNOWLEDGE TOOLSCA Service Management - Asset Portfolio ManagementCA Service Management - Service Desk Manager
Issue/Introduction
How can I restrict a ticket from being edited or reopened after being closed?
Use the following constraint in a data partition: (Administration>Security and Role Management >Data Partitions >Data Partition Constraints)
Constraint details: Table: Call_Req Constraint Type: Pre-update Error Message: Cannot Update Inactive Record Constraint: active = 1
Install the 'edit_inactive' option
edit_inactive - Prevents editing change orders, issues, or requests unless their status is Active. Default behavior is to allow editing of inactive tickets.