Data partition to prevent update closed problems

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

I wrote a data partition to stop Tier 2 Analyst from updating closed problems.

It works to stop Tier 2 Analyst from updating closed problem tickets but it also prevents them from updating incidents.  the data partition is

type = 'P' AND NOT status = 'CL'  

what am I doing wrong?

Environment

CA Service Management - 17.x

 

Resolution

This data partition will prevent users from updating incidents and requests, active/open or inactive/closed. The reason for that is whenever they try to update those tickets. SDM will check and enforce

type = 'P' AND NOT status = 'CL'

and sees type = 'P' condition is violated thus stop the update.

The following statement for the data partition constraint should work

(type='I') OR (type='P' and NOT status='CL')

Additional Information

Depending on the type of tickets you would need to enable editing, it could be 

(type='R') OR (type='P' and NOT status='CL')

or

(type='I') OR (type='R') OR (type='P' and NOT status='CL')