Status Transition with controls on Access Types

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

As of now CR status transition is controlled by Department, Category or Group. Need to check if the transition is possible by control on access type.

Example : status update from Acknowledge to Work In Progess if the status update is done by a PM( Project Manager)

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

Resolution

Following with the example in the description:

Example : status update from Acknowledge to Work In Progess if the status update is done by a PM( Project Manager)


If the "Work in Progress" update is a status only allowed for the "Project Manager" access_type, there is a very easy way to achieve it by defining a data partition for the rest of access_types :

Table_Name: Call_Req

Constraint Type: Pre-Update

Error Message: Only the Project Manager access type is allowed to set "Work in Progress" status.

Constraint: status != 'Work in Progress'


Also, in the Constraint you can add any other condition which could help
Constraint: status != 'Work in Progress' OR (status = 'Work in Progress' AND assignee = @root.id)


Note: additionally in the status transition you can define/create a Site defined condition but then you need to add your own macro with spel code to create the condition you want for the status transition. (Spel code is out of the scope of support )