Restrict the users from reopening or editing the closed tickets in SDM

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

How can I restrict a ticket from being edited or reopened after being closed?

Environment

Release: SDMU0M99000-17.1-Service Desk Manager-Full License
Component:

Resolution

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.

 

Additional Information

CA Service Management - 17.1 > Data Partitions