CA Service Desk Manager (CA SDM) REST web services does not seem to validate the Status Transition changes like the normal CA SDM UI

Products

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

Issue/Introduction

CA Service Desk Manager (CA SDM) REST web services does not seem to validate the Status Transition changes like the normal CA SDM UI.

For example, CA SDM has been configured to modify an Incident Status from "Open" to "In Progress", but not from "In Progress" to "Open".  The normal CA SDM web interface GUI respects this, but with the REST API, it is possible to change from any Incident status to any other Incident status.

Environment

Service Desk Manager 12.x, 14.x and 17.x

Web Services Component

All Supported Operating Systems

Resolution

1.  Login to CA SDM and navigate to Administration tab-->Options Manager--> Status_Policy_Violations option setting.

2.  The default value for this option is set to 'Warn'.

3.  To have the CA SDM REST Web Services respect the status transition settings, change the value to Reject

New value:

Status_Policy_Violations=Reject

4.  Save the changes and restart the CA SDM service, or follow the normal Rolling Maintenance option in case of Advanced Availability, to make the change take effect.

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/administering-ca-service-desk-manager/options-manager.html