CA Service Management

Dear Team,

  If it is possible to enable close incident button and reopen incident button for resolved status.

Regards,

Arun.B 

Hello Arun.B,

Check out this thread and see if that helps.

Thanks, Kyle_R.

Thanks for your update Kyle

I need close incident and reopen incident button in resolved status.This is my actual requirement.

Regards,

Arun.B 

Hi Arun,

Can you Please refer below link which may help you regarding your requirement.?

Status Transitions for Self-Service - CA Service Management - 14.1 - CA Technologies Documentation 

Regards,

santoshi.P

 Hi

   We are not using any self service transition workflow.

   We have only normal workflow.

CA SDM::. Como criar um botão para o usuário final não aceitar a solução? 

CA SDM::. La definición no aceptará una solución del usuario final. 

Hi

Are you refereing to Ticket status Transition or work flow task transition.

If your using Work flow , then is it classic workflow or IT PAM.

~Vinod.

Hi,

  I am referring to Ticket status Transition.

  In Employee role we need both reopen and close incident button for resolved status.

  Pls help us.

Regards,

Arun.B

>   Pls help us.

Hello Arun,

You need to research two areas:

1) Ticket Status Transitions, as per the link from santoshi.P.

2) Then possibly you need to check the in_detail.htmpl in the /web/Employee folder if the button is not displaying, as per my link.

Thanks, Kyle_R.