"Reopen Ticket" Button on Employee Interface is not blocked by Update Data Paritition

Article Id: 4807

Status: Published

Updated On: 14-02-2018 08:11

Legacy Id: TEC1995811

Products:

SUPPORT AUTOMATION- SERVER , CA Service Desk Manager - Unified Self Service , KNOWLEDGE TOOLS , CA Service Management - Asset Portfolio Management , CA Service Management - Service Desk Manager

Issue/Introduction:

A pre-existing data constraint such as the one below is not being enforced when Employee clicks 'Reopen Ticket' button.

Type: Update
Table: Call_Req
constraint: status <> 'CL'

Cause:

This is a known concern in which the Employee interface functionality bypasses the Data Partition check on the Update for Call_Req.

Environment:

Service Desk 12.7, 12.9, 14.1

Resolution:

To workaround this, create a new DP for the Employee based role which will be:

Type: Pre-Update
Table: Call_Req
constraint: status <> 'CL'

The Pre-Update Data Partition checks if the conditions are permitted for an update to be attempted. The Employee interface code does respect the Pre-Update Data Partition and will not allow the ticket to be edited and thus prevents a reopen as a result.