Updating Support Staff field from 'Yes' to 'No' on CTM:People form

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    Remedy IT Service Management Suite


    All Remedy ITSM versions



    In out-of-box workflow for TSM Suite application, it is not possible to update the Support Staff field for a record in CTM:People form from 'Yes' to 'No'. This field is greyed out.



    Incorrect process of updating the field.



    The supported method for updating the Support Staff field from 'Yes' to 'No' on the CTM:People form is to use the 'Change to Non Support' function. This is available under the 'Other Functions' option selection to the left of the form (see attachment). Selecting this option for a user who has assigned tickets (incidents, change requests, etc.) will fail. Following is an example of the message that will generate when there is an attempt through the out-of-box workflow to change Support Staff field to 'No' for a user with active or open tickets:

    There are existing tickets assigned to <username> that are currently open (see below). Please reassign or close these tickets before continuing with this operation.

    Incident (Assignee): 1 found
    Change (Implementer): 13 found
    Total number of open tickets found: 14


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    Solutions to a Product Problem

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