CA Service Management

Hi,

We have a requirement that  four roles in service desk should have an access on status transition, if it is standard type change, same should not apply to other type of changes (Normal, emergency).

I did below things:

1. I allow the status transition on the role data partition.

2. Applied the condition on transition for standard type changes and other types.

But the challenge is need to apply this requirement for only four roles, not for other roles.

How can we do this?

hi,

using out-of-the-box features you can only hide these statuses using data partition for specified roles.

But if you in good realtions with spel customization you can write custom Side-defined condition with a bit of custom code and then apply it to status transition rule.

Regards,

cdtj

Hi,

Can you help me, how to start spel code on this requirement?

Regards

Rao.k

Senior System Administrator | ITSM Tools Team

Mobile:+91-8142063979

Manikonda SEZ, Hyderabad -500032

Using SPEL method to get session info or role of loged in user you can fetch role name.

Then you need to create Site-defined condition with custom code, this thread could be helpful: How can I create an Action Macro. 

code could be (use it on your own risk ):

string roleName;
roleName = cnt::get_login_user_role_name();
if (is_empty(roleName)) {
     logf(ERROR, "%s > Unable to get role. Please contact your administrator.", persistent_id);
     set_return_data(FALSE);
} else {
     logf(SIGNIFICANT, "%s > Role name: %s", persistent_id, roleName);
     // return FALSE to restrict action
     if (roleName == "Administrator") {
          set_return_data(TRUE);
     } else if (roleName == "Employee") {
          set_return_data(TRUE);
     } else {
          set_return_data(FALSE);
     }
}

Regards,

cdtj