Dear Users,

Good day!

We have come up with a Business rule negate script restricting any edit operation on an approved request and this should help restricting technicians from editing approved requests. This can be accomplished by FAFR, however, technicians can still be able to edit a request from ServiceDesk Plus mobile app or via an API call as FAFR scripts are client-side scripts.

Let's consider this scenario:

A request has been approved for a particular software/asset (or any item for that matter). A technician can still be able to edit an approved request and add/modify the items and that would go through the approval process again. We have had customers requesters want to restrict this. Download the attached script "BR_negate_approved_req" and configure a business rule as shown in the below screenshot to accomplish the same.

You would need to configure Business rules separately for Incident and Service requests. 

For Incident module, business rules can be configured from Admin > Organizational Details > Business Rules.

For Service Catalog module, configure it under Admin > Service Catalog > Service Catalog - Business Rules.

Prerequisites:

1. Python Installation

Steps :

2. functions.py:  This package consists of all the functions that are used to handle the standard requirements.  

  

Execution Steps: 

Extract the ZIP file of functions.py under ..\ManageEngine\ServiceDesk\integration\custom_scripts - directory. 

To negate request edit operation for approval waiting requests, extract ZIP file of BR_negate_approvalwaiting_req.py under ..\ManageEngine\ServiceDesk\integration\custom_scripts - directory

To negate request edit operation post approval, extract ZIP file of BR_negate_approved_req.py under ..\ManageEngine\ServiceDesk\integration\custom_scripts - directory

P.S: Business Rules are site-based configurations. More information here about business rules and here on executing scripts using business rules.

I’m looking forward to your thoughts on this. Cheers!