Service Desk Practitioners Forum
cancel

Restrict Access to closed Calls

SOLVED
Go to solution
Highlighted
Martin Furger
Regular Contributor.

Restrict Access to closed Calls

I want to make a Service Call form to read-only after it is closed, so users cannot make any changes when it is on Status = Closed.

I want to add a new Status "Closed-No Update" under Codes, General States. As Administrator i'm not allowed to. Justed wanted to fallow instructions below:

http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1016929

Any Ideas?

Regards
Martin
4 REPLIES
Terry A. Moir
Outstanding Contributor.

Re: Restrict Access to closed Calls

You need to add the new Status code under Data/Codes/ Service Call/ Service Call status, then put status limit on roles, and create a rule to set status to your new code when closed.

Terry
Anda Apine
Honored Contributor.
Solution

Re: Restrict Access to closed Calls

We did, the same as Terry described. 2 hours after service call was set to status Completed db rule sets it to Closed.
Don't set it to Closed immediately, if person who solves service call, has make a mistake writing in solution or something else, so he can correct it during some time (minutes, hour) after Service Call set to Completed.
Martin Furger
Regular Contributor.

Re: Restrict Access to closed Calls

Terry, Anda

Thanks for your answers. I got it now.

best regards
Martin
Martin Furger
Regular Contributor.

Re: Restrict Access to closed Calls

Thanks again
Martin