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Rule to limit change the status of Work Order or Service Call on Service Desk 4.5

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Roman Peralta
Collector

Rule to limit change the status of Work Order or Service Call on Service Desk 4.5

I want to limit the specialist to change the status of WO or SC after they complete their assignment.
When their close or complete a WO I don't want they can change this status only the Help Desk or Administrator role can be do that.

Thanks
4 REPLIES
aaron afilalo
Regular Collector

Re: Rule to limit change the status of Work Order or Service Call on Service Desk 4.5

Roman,
We have set a policy that only certain roles can set a SC to Status=Close. So we have created roles based on these rights.
You can use the Role Security to limit access to specific Statuses. If a specialist works on a call they should be able to change the status as the call progresses. But you can limit them to specific Statuses by going to: Admin Console/Security/Access/Role. Pick the Role and then pick the Item you want to limit (SC or WO). Click on Details/Status Access and then choose your Status From & To.

If you need to then create new roles, set the appropriate security and assign those specialists to that role.
Roman Peralta
Collector

Re: Rule to limit change the status of Work Order or Service Call on Service Desk 4.5

I know that, but, how if they can later put to status complete or failed?
Ruth Porter
Honored Contributor
Solution

Re: Rule to limit change the status of Work Order or Service Call on Service Desk 4.5

Hi there,

I am not sure where your difficulty with the previous response may be but you could use the following approach.

When the specialist considers they have completed the work they will need to do something on the WO that indicates this to the HD or the Administrator. You can do this in several ways: assign back to the desk with a comment, have another status which is in the list before complete or some custom field.

But if you want that the specialist CANNOT alter the status to these values, then the only way is to use status entitlement (as in your attached) and in that case they will not be able to set a WO to any status after this in the list. If you need to do that, you would have to have a DB rule to do it.

Hope this helps, Ruth

http://www.teamultra.net
Roman Peralta
Collector

Re: Rule to limit change the status of Work Order or Service Call on Service Desk 4.5

Thanks, I understand your point of view
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