Cancel events when tickets reach certain status
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Cancel events when tickets reach certain status


Article ID: 260374


Updated On:


CA Service Desk Manager


Service Desk Manager 17.3

Is there any way to cancel or overwrite the events in CA SDM which was already applied at particular status?

For example, when a ticket changes status from Resolved to Reopen.


Release : 17.3


There is no supported/configurable way for accomplishing this.

The following is some unsupported and it is simply an idea/suggestion for you consideration.

You could add a custom trigger to in object for status Reopen and the trigger will run some spel code to cancel the events.

Adding custom trigger and spel code is not supported though--this means you would need to get help from some where else like the community

Regarding the spel code, there are some posts in the community that may help

And SDM installation has some trigger example that you can look at.