CA Service Management

Dear Team

Please suggest how to do the following:

When the incident ticket status is resolved and the user is not reopening the ticket within 48 hour of resolution, then it will automatically close and field will be locked.Please guide me how to do such. Please share the steps.

Regards,

Jagatjyoti Dash

Hi,

For the first requirement you can use the auto close feature configured with 48 hours. Locking the edit field is a bit more challenging.

ive suggested a solution in the past to automatically remove statuses after a specific amount of time.

Is it possible to hide reopen status from drop down in request order detail page if request order is older more than 60 days in CA Service Desk 12.9? 

Hi,

Can't we do it without spell code modification ?

Regards,

Jagatjyoti Dash

That solution uses JavaScript. So yes possible without spel.  

Hi,

Please specify how to resolve without spell code .

Thanking you and regards,

Jagatjyoti Dash

Jagatjyoti.........

The post that Grant already provided (Is it possible to hide reopen status from drop down in request order detail page if request order is older more than 60 days in CA Service Desk 12.9? ) does not use SPEL code, but uses JavaScript instead.