Cancel events when tickets reach certain status

Products

• CA Service Desk Manager

Issue/Introduction

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.

Environment

Release : 17.3

Resolution

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 https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer?CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&?tab=digestviewer

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

https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer/viewthread?GroupId=2125&MID=779715&CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&tab=digestviewer

https://community.broadcom.com/enterprisesoftware/viewdocument/conditionally-notify-change-request?CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&tab=librarydocuments

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