How to restrict users from editing an inactive ticket?

Products

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

Issue/Introduction

If an analyst visit an Incident or any other type of record, by default they can view/use the edit button so you can change the record and then save.

 

Environment

Release: 12.x,14.x,17.x
Component: CA Service desk Manager

Resolution

To disable this functionality, login to CA Service Desk Manager (with an administrator userid) and select Administration tab => Select Options Manager => Search "edit%" => Select from the list you get: option "edit_inactive" => click at EDIT button => INSTALL.

Then stop and Restart SDM.

Now when someone tries to EDIT an inactive ticket, they will get message:

AHD05229:No permission to update an inactive record.

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/troubleshooting1/troubleshooting-ca-service-desk-manager/how-to-log-a-comment-on-a-closed-ca-sdm-ticket.html