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

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.