How to hide tickets Templates from contact view in Incidents/Requests lists?
Article ID: 106219
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CA Service Desk Manager - Unified Self Service
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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:
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.