How to restrict users from editing an inactive ticket?

Document ID : KB000019049
Last Modified Date : 14/02/2018
Show Technical Document Details

Description:

If an analyst visit an Incident or any other type of record, by default they can view/use the edit button so you can change the record and then save.

Solution:

To disable this functionality, login to CA Service Desk Manager (with an administrator userid) and select Administration tab => Select Options Manager => Search "edit%" => Select from the list you get: option "edit_inactive" => click at EDIT button => INSTALL.

Then stop and Restart SDM.

Now when someone tries to EDIT an inactive ticket, they will get message:

AHD05229:No permission to update an inactive record.