How to filter out a specific activity log type from the Incident Activity Log List for all users

Products

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

Issue/Introduction

How can we filter out a specific activity log type from the Incident Activity Log List for all users.

Environment

CA Service Desk Manager 14.1
CA Service Desk Manager 17.1
 
The "classic_sla_processing" option is NOT installed.

Resolution

As an example, this article shows how to disable activity log entries for the Attach Service Type Event from appearing in the  Incident Activity Log List for all users.



Important Note: This solution is NOT supported by CA Technical Support as it involved changing the source code via WSP rather than using the WSP GUI to achieve the requirement.

Here are the steps to perform:

1. Using Web Screen Painter (WSP), open the "analyst" version of "detail_in.htmpl".

2. Click on the "Source" tab of "detail_in.htmpl" and find the following block of code:
 
<PDM_IF "$prop.view_internal" == "0"> 
<PDM_MACRO name=tab title="Activities" height=300 id=alg src="OP=SEARCH+FACTORY=alg+QBE.EQ.call_req_id=$args.persistent_id+QBE.EQ.internal=0"> 
<PDM_ELSE> 
<PDM_MACRO name=tab title="Activities" height=300 id=alg src="OP=SEARCH+FACTORY=alg+QBE.EQ.call_req_id=$args.persistent_id"> 
</PDM_IF>
 
3. Replace the block of code in step#2 with the following block of code:
 
<PDM_IF "$prop.view_internal" == "0"> 
<PDM_MACRO name=tab title="Activities" height=300 id=alg src="OP=SEARCH+FACTORY=alg+QBE.EQ.call_req_id=$args.persistent_id+QBE.EQ.internal=0+QBE.NE.type=SLASTART"> 
<PDM_ELSE> 
<PDM_MACRO name=tab title="Activities" height=300 id=alg src="OP=SEARCH+FACTORY=alg+QBE.EQ.call_req_id=$args.persistent_id+QBE.NE.type=SLASTART"> 
</PDM_IF>

3. In WSP, Save and Publish the change to "detail_in.htmpl".

4. In the web browser, clear the cache (in particular, the forms that are loaded).

5. From a command line prompt, run the following CA SDM command:

 pdm_webcache -H

Here is the result of the customization, seen via the Notepad++ tool:

 

Here are the results:
 

Additional Information

To find the code that corresponds to the activity log type, run the following command:
 
pdm_extract -f "select code,sym, description from  Act_Type" > pdm_extract.code.sym.description.Act_Type.txt

Then search the output file for the desired type.

For example in this knowledge article, the output of the relevant entry would be:
          { "SLASTART" ,"A Service Type Event was attached" ,"Attach Service Type Event" }