status transition not allowed, however is done

Document ID : KB000121478
Last Modified Date : 22/11/2018
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Introduction:
Some incidents are beieng automatically closed, without an specific reason. They have the status being changed  from "Agendado" to "Fechado" ("Scheduled" to "Close").
Question:
Why some incidents are being closed automatically, even there is no status transition expected for that?
Environment:
Service Desk Manager 14.x / 17.x
Answer:
Reviewing the logs we could see that there are some customization that is changing the incident status.
Also, it seems that this transition is not allowed, however, since the Status_Policy_Violations option is set Warn, so the transition is done, and a warning message is saved in the log: "cr.spl 308 Transition from 'Agendado' to 'Fechado' is not allowed - WARNING"

To prevent this transition to be done, you need to change the option to value "Reject". The Option needs to be Installed.