System Admin and Configuration

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Topic

    Michael Galindo
    Status as Read Only
    Topic posted May 14, 2019 by Michael Galindo 
    52 Views, 1 Comment
    Title:
    Status as Read Only
    Summary:
    How to make incident status read only after a certain amount of time has passed once it has been solved
    Content:

    Hi, does anyone know if there is a way to make an incident status as read only after a given amount of time once an incident has been solved? Unfortunately in the workplace rules it only allows you to choose based on a calendar date and not a range of time. I have also attempted this through a business rule, but come across the same issue. We are not wanting to allow anyone be able to unresolve an incident after a years time.

    Thank You,

    Version:
    Oracle Service Cloud 19A

    Comment

     

    • Sebastiaan Draaisma

      It can be done in different ways. To have it in a permanent read-only state you could create an archive function. If it's only to be read-only for agents and editable for admins you could create a workspace rule that will set the whole agent workspace as read-only based on a condition you set.

      There is a workaround to use a dynamic date and that is by creating an escalation rule that will set a custom field 'read-only' to Yes which you then pick up in your workspace rule. The escalation rule coud even be made relative if desired.