How to hide tickets Templates from contact view in Incidents/Requests lists?


Article ID: 106219


Updated On:


SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager


There could be a situation when a customer notice that the default Incidents and/or Requests templates available in CA Service Desk Manager (SDM) are being modified by analyst users.

How to prevent that a contact can see the tickets (incidents and or requests) Templates in the Incidents/Requests search list?


Service Desk Manager 14.1 / 17.1


It's possible to reach it by a data partition constraint. 

You may create a constraint and set it in a data partition and so set the data partition in the groups and contacts you want to prevent viewing the templates. 

The constraint is: 

Type: VIew 
Table: Call_Req 
Constraint: template_name is NULL 

This way, the contacts set with this data partition won't be able to see the templates 

You can set 'Type= Update' instead of 'View'. So they will be able to see, but won't be able to make changes.