AnsweredAssumed Answered

Override status transitions

Question asked by davidanderson82324723 on Feb 1, 2017
Latest reply on Feb 1, 2017 by Jon_Israel

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!

Outcomes