CA Service Management

We have out system set up where inactive tickets cannot be updated and by using status transitions "Closed" Incident/Requests cannot be re-opened. For data accuracy purposes however, we occasionally have the need to override either of those policies, but have found that even the highest role (Super Admin) cannot override either of these conditions. Are there some rights we can grant or policy we can update to allow system admins to override the status transitions without disabling them in our production environment? Right now, they can update on the database side, but that is less than ideal.

Thanks!

Hi Anderson,

Unfortunately there is no permission set to allow the override of status transitions at the current time.  This would be something that would make for a  great enhancement if you want to post it as an "idea" here on the communities.  This way folks can vote for it and product management will review it for consideration in future versions of the product.

Regards,

Jon I.