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Prevent analyst from reopening ticket if they are the Affected End User

Question asked by tzadell on Nov 10, 2017
Latest reply on Nov 13, 2017 by tzadell

Hi everyone,


I thought this one was going to be relatively easy, but...

 

When someone who is defined as an analyst in the system is the Affected End User of a ticket, I want to prevent them from being able to reopen that ticket (change the status from closed to open). 

 

So, I created a site-defined condition and attached it to the closed to open status transition, but it doesn't seem to be working.  Attached is a screen print of the macro.  I know I sometimes get confused with the setting "If all conditions succeed return" -- So I've tried both FALSE and TRUE.  I've also tried reversing the logic by making the macro check to see if the 'Login User equals the Affected End User' and tried both a TRUE and FALSE return, but nothing seems to work.  In all cases the condition error isn't thrown, and I am able to change the status from closed to open.  What am I doing wrong?

 

Thanks,

Tammy

 

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