Change Order ignoring a status transition

Products

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

Issue/Introduction

A Change Order was able to ignore a status transition. 

The following is generated in the event log:

Event: Status Transition Violation
Event Detail: Status Transition (chg_trans:####) condition macro (macro:######) result ignored:
AHD05920:The status transition condition macro did not allow this status transition to occur.

How can this be prevented?

Environment

SDM 12.9SDM 14.1SDM 17.0

Resolution

By default status policy violations are set to Warn.

 

To prevent status transition policies from being bypassed, set Status_Policy_Violations to Reject in the Options Manager.

 

Please note: This option only applies to automated system processes, such as integrations and macros. The end user is unaffected by this option.

Administration tab-> Options Manager-> General

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