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?
CA Service Management - 17.x
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')
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')