Define Change Order Status Transition

This article contains the following topics:
casm1401
This article contains the following topics:
Change order status transitions
control the movement of a change order ticket from one discrete state to another (for example, from Open to Closed). With transitions, you can define a subset of the full status list and determine the next status of the ticket as it continues through its lifecycle. You can use the predefined transitions (listed on the Change Order Transitions List page), modify the transitions, or create transitions.
hid
 
You can specify how strictly the system enforces Status policies by configuring the Status Policy Violations option in Options Manager (General Options). This option only applies to automated system processes, such as integrations and macros.
You can define a subset of the full status list and determine the next status of the ticket as it continues through its lifecycle.
Because status transitions can be shared between integrations such as CA Workflow and Events and Macros, do not inactivate predefined status transitions unless explicitly requested.
Follow these steps:
  1. On the Administration tab, select Service Desk, Change Orders.
    The Change Order Transition List page appears.
  2. Complete the fields as appropriate. The following fields require explanation:
    • From Status
      Defines the current status of the ticket, for example, Open.
    • To Status
      Specifies a valid next status of the ticket, for example, Assigned.
    • Default Transition
      Specifies the default status transition. CA SDM uses the default transition when a user clicks the default transition button on the ticket detail page, or when a user (including a web services user) updates the status to a <d> value. You can only configure one default transition for each status (or one for each tenant in a multi-tenanted system).
    • Must Comment
      Indicates that a comment for the transition must be supplied. Specifying this option indicates that an analyst must supply an activity log comment when changing the status on a request.
    • Condition
      Specifies the condition by which the transition is allowed. For example, when the condition "nonprty 1&2 assigned req" is associated with the Request Transition of Acknowledged to Hold, the condition verifies if the transition to move the status from Acknowledged to Hold is allowed.
    • Condition Error Message
      Specifies the message returned to the user if the transition is rejected.
    • Description
      Specifies the message returned to the user if the transition is rejected.
    The transition is defined.
  3. Click Save, Close Window.
    The new transition appears in the Change Order Transition List when you refresh the page.
Update Initial Status Transitions
HID_Change_Order_Status_Transition
You can update the list of statuses that are valid at initial creation of the ticket.
Follow these steps:
  1. On the Transitions List page, click the Initial Transitions button.
    The Initial Transitions page appears and displays all available status codes and descriptions.
  2. Fill in the following check boxes as appropriate:
    • Allowed
      Specifies a valid transition for the status list. Use this option to restrict status workflows.
    • Default
      Specifies the default status transition. CA SDM applies the default transition when a user clicks the default transition button on the ticket detail page, or when a user (including a web services user) updates the status to a <d> value. There is only one default transition for each status (or one for each tenant in a multi-tenanted system).
    • Must Comment
      Specifies that an activity log comment for the transition is required when changing the status on a ticket. An error message appears on the ticket form when the analyst attempts to close the ticket without adding a comment.
  3. (Optional) Select a status code in the Name column to update its details.
  4. Click Save.
    The updated status transition appears on the Transitions list.