You can try this :
ISCHANGED(BMCServiceDesk__dueDateTime__c) && NOT(ISBLANK(PRIORVALUE(BMCServiceDesk__dueDateTime__c))) && $User.BMCServiceDesk__IsStaffUser__c = TRUE
That will check to see if they are a ServiceDesk Staff member. You could also try to do it for the profile as well.
Hope this helps.
Eric J Cobb
Yep, I added that as well and it still stops the system from setting the due date field when priority is calculated, except that the system does not get the validation error, but the field is not updated...
Will it change the Due Date if the validation rule is deactivated? What are you using to change the Due Date automatically that is not happening with the Validation rule?
If the validation rule is not active, then the system can recalculate the due date once the priority is changed on the ticket.
Impact + Urgency calculates the priority and the priority due times are then recalculated on the DUE DATE field. This is ootb functionality. What I am trying to do is to avoid having a staff edit that field directly. the validation rule stops them, but it also stops the system as well...
Yes, I am aware that this is OOTB functionality, just wanted to make sure you were not doing this with some other functionality like workflow. I have tried this and tested in my org and I am not having the same results with you. If i have the ServiceDesk Staff checkbox checked and try to change the Impact/Urgency to recalculate the due date, I get an error with the validation rule set. If I do this with a user that is not ServiceDesk Staff, it recalculates accordingly. I would suggest checking your recalculate due date settings in General Application Settings to ensure they are correct, if they are, then a support case could help resolve this issue.
Sorry I could not be more helpful, but I cannot reproduce in my environment to see what the issue would be.
Thanks, Eric. The user I am testing with is also a ServiceDesk Staff. If they try to manipulate the field directly, they get the validation rule message nad will not allow them to change the due date field.
However, if they need to change the impact/urgency to recalculate the priority, then when they save the record, the new priority is reflected but the due date field does not get updated. If I disable the rule, then it works, but then they can edit the due date field directly.
I am going to open a ticket with BMC to see if they can look at this.
Again, thanks for the assist.
I actually just changed the field Security setting and made it read-only for the profiles. that worked.