With some earlier versions and patch levels of CA Service Desk Manager, with a particular environment variable installed, it had been possible for analysts to use Update Status for purposes that do not include updating the Status of the Incident, Request, or Problem.
The product design variation was achieved by applying a test patch and installing the environment variable, ALLOW_COMMENT_VIA_UPDATE_STATUS with a value of Yes. In the NX.env file, the entry appears as the following:
With the patch applied and the environment variable enabled, when using Update Status, it was not necessary to select a new status for the ticket; the Status Change form for a ticket could be successfully saved even when the Current Status and the New Status were the same.
The screenshot below shows that "Update Status" is available from the "Activities" menu item of the Incident Detail form:
Note: Notice that "Log Comment" is also available from the Activities dropdown.
After clicking on "Update Status...", the Status Change form is displayed. The following screenshot shows an out-of-the-box Status Change form:
Notice that there is a read-only field named "Current Status" and a field named "New Status".
With the design variation, if both status values are the same, clicking "Save" is successful.
Without the design variation, if both status values are the same, clicking "Save" results in the error message (as in the screenshot that follows):
'New Status' needs to be different than 'Current Status'.