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Nesarost-8579 avatar image
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Nesarost-8579 asked AndreasBaumgarten answered

SCSM 2019 - Constraint on status in incident

Hello,

I am currently testing the SCSM 2019 tool to see if it is suitable for one of my projects.

One of our criteria is the possibility of putting constraints on the transition to different statuses.
For example: an incident which is in progress can only go to resolved status if an A field is filled in.

From what I've seen, workflows in SCSM are more used to trigger changes during an event. I have not seen the concept of constraints.

Currently, all my custom statuses are accessible regardless of the information in the ticket.

Can someone enlighten me on the possibilities?

Thanks

msc-service-manager
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AndreasBaumgarten avatar image
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AndreasBaumgarten answered

Hi @Nesarost-8579 ,

For example: an incident which is in progress can only go to resolved status if an A field is filled in.

This is not possible in SCSM 2019 by default and I don't see an "easy" approach to get this done.
In general it might be possible to code an individual custom task to resolve incidents only if fields are filled. But this needs developments skills to do this.


(If the reply was helpful please don't forget to upvote and/or accept as answer, thank you)

Regards
Andreas Baumgarten





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