Service Point - remove Reopen ticket button

Products

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

Issue/Introduction

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

 

Environment

Release : 17.3 and up

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, 

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

and the ticket will NOT be reopened.

Additional Information

More information about Data Partitions can be found here in the documentation: How to Set Up the Data Partition