Cancel events when tickets reach certain status

Products

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

Issue/Introduction

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

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

Environment

CA Service Desk Manager 17.x

Resolution

There is no out-of-the-box, configurable way for accomplishing this.

You could add a custom trigger to look for a particular status or "previous status" and the trigger will run some SPEL code to cancel the events.

However, adding custom triggers and SPEL code is outside the scope of Broadcom Support.