Service Point - remove Reopen ticket button
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Service Point - remove Reopen ticket button

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Article ID: 272208

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

Is there any way of removing Reopen button from Service point without disabling incident transitions?

 

Environment

Release : 17.3

Resolution

Currently there is no supported way to remove this button.

However, you can use a data partition constraint to prevent employee role users reopen tickets via this button. For example, 

https://api-broadcom-ca.wolkenservicedesk.com/attachment/get_attachment_content?uniqueFileId=4l+Ql1d16juIzLzAY35SFw==

And when end users click on the "Reopen" button he/she will see

https://api-broadcom-ca.wolkenservicedesk.com/attachment/get_attachment_content?uniqueFileId=9RhHjnyDrG9s7pHXrxxCNQ==

and the ticket will NOT be reopened.