How to Keep Service Request as Read Only but Status and Sub-Status Fields as Updateable for Status other than "Closed"?

(Doc ID 521034.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Tools - Version 7.5.1 SIA [15026] to 8.1.1.3[21219] [Release V7 to V8]
z*OBSOLETE: Microsoft Windows 2000
Database: Oracle 9i
Application Server OS: Microsoft Windows 2000 Server SP 2
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-1059015981.

Checked for Relevance on 25-Sep-2013
Checked for Relevance on 02-Sep-2015

Goal

How to Keep Service Request as Read Only but Status and Sub-Status Fields as Updateable for Status other than "Closed"?

In standard Siebel application when the status of a service request is set to "Closed" the sub-status is set to "Resolved" and the record becomes read-only except the 'Status' and 'Sub-Status' fields that remain updateable. This behavior is due to the specialized class CSSBCServiceRequest (Documented in Siebel Developer’s Reference >  User Properties > Business Component User Properties > Always Enable Field n).

The customer wanted to obtain the same behavior with another status value ("Cancelled"). They used a state model for which the 'No Update' property of the "Cancelled" status was to set TRUE (Checked). This worked correctly but did not provide the behavior wished. Indeed the 'Sub-Status' field became not updateable (read-only) when the status was set to "Cancelled". This was an issue for the customer since they just allowed the combination status "Cancelled" - sub-status "Cancelled".

They tried to use the user property 'On Field Update Set' to automatically set the sub-status to "Cancelled" when the status is set to "Cancelled". This didn't work however since the sub-status field becomes read-only as soon as the status is set to "Cancelled" because of the state model.

Solution

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