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DB rule

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Sreek_1
Collector

DB rule

How can i create a rule that the closed service call or incident cannot be reopened? this is because in 5.0 i closed a call and when i open it again and tried to change the status and i'm able to do and save the call.
Please give me detailed steps to configure this.
2 REPLIES
George M. Meneg
Honored Contributor

Re: DB rule

Hello,

The best thing for implementing this is to use folder entitlement. Then, when a ticket is closed assigned to a folder that no one (except maybe the help desk stuff) has read/write access.
menes fhtagn
Ruth Porter
Honored Contributor

Re: DB rule

Hi there,

another way is to use status entitlements in roles. Then have an additional status, e.g. Closed (no repopen) and have a DB rule which moves status closed to this new one.

Hope this helps

Ruth
http://www.teamultra.net
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