Is there a way to put temporary freeze on moving tickets from one status to the next one?

[G42]

I am thinking of ways of enforcing change freeze and have auditable evidence in the ticketing system for it as well. 

It is specifically between 2 states I want to put the freeze in. The rest can still be changed.

[Dirk Ronsmans]

Hi @G42 ,(that"s an interesting name)

You can block a state transition based on a condition or validator. How you would define your freeze, for that I would need a bit more information..

You can use a group membership, a custom date field,.. some kind of flag, an approval step,..

[G42]

Hi Dirk

(I am not an AI Bot, rest assured lol)

In order to freeze the transition, it is linked to time (like 48 hours before a specified date and time, the service desk users/agents should not be able to change the state of a ticket lets say from A to B). Past that window, the change freeze can be released.

[Nic Brough -Adaptavist-]

You'll need one of the scripting apps to do that, but you should be able to create a condition such that "if (now) is less than <date/time field - 48 hours> return false" (returning false in a condition means "transition cannot be used")

[G42]

Hi NIc

Thanks for your response. I was hoping to avoid using scripting apps as the feedback I have from the team is it causes issues in our environment.

[Nic Brough -Adaptavist-]

Ok, so you need one of the scripting apps, plus someone who knows not to write scripts or automations that causes the issues you say you are having.