CA Service Management

Buen día.

Solicito de su valioso apoyo para saber como restringir un campo para que no pueda ser editado después de que se genere el ticket, y que solo 1 grupo especifico tenga este privilegio.

Manejo una mesa de servicios de mi empresa, y el problema que presento es que mis clientes generan los tickets con documentando una falla en especifico, y me he topado con que algunos de mis analistas  editan el campo "Descripción" modificandolo a su conveniencia.

La idea de que solo un grupo de analistas "Group HelpDesk" pueda editar dicho campo en su totalidad, y que nadie mas lo pueda hacer después de generado el ticket.

Espero ser especifico con mi pregunta

GOOGLE TRANSLATE

How to restrict a field "Incident detail"

Good day.

I request your valuable support to know how to restrict a field so that it can not be edited after the ticket is generated, and only 1 specific group has this privilege.

I manage a service desk of my company, and the problem that I present is that my clients generate the tickets with documenting a specific failure, and I have found that some of my analysts edit the "Description" field modifying it at their convenience.

The idea that only a group of analysts "Group HelpDesk" can edit this field in its entirety, and that nobody else can do it after generating the ticket.

Hello Pedro,

You might be able to do this by using Web Screen Painter and making a Form Group with Description as "Read Only" for your Analysts.

And another Form Group for your super-analysts who need to edit this field.

However, I would caution that perhaps training is a better approach here. Locking your Analysts out of being able to Edit the Description field would remove a lot of their autonomy. It is the type of function that an Analyst typically would need to be effective.

If it is a case of just maintaining an audit record, then the Description field is tracked by default by a "Field Update."

Every time the Description is changed,the old and new values are recorded in the Activity Log. 

Thanks, Kyle_R.