Is there an option to remove the ability to create new tickets, but still be able to edit existing?

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

Would like to remove the ability to create new Request/Incidents/Problems in Service Desk Manager, but still allow the ability to edit existing tickets.

Environment

Service Desk Manager 17.x
All Supported Operating Systems

Resolution

This can be accomplished through a data partition constraint. The data partition constraint would need to be associated with the data partition that is linked to the Role the users are using.

Table Name: Call_Req

Constraint Type: "Create"

Constraint: id = 0

This constraint will apply to the Call_Req table, which applies to Incidents, Problems and Requests.

Using a type of "Create" assures that this will only apply for the creation of new cases, not existing cases (an "Update" constraint may be used if you wish to remove the ability to edit existing cases)

A constraint of "id=0" would only allow a person to create a new case if the id of that case were "0".  Since this is not a valid id value, users will be restricted from creating a new case.