activity log type filter display

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Is it possible to filter certain activity log entries from end user displays?

Environment

Release:  14.1 or higher
CA Service Desk Manager
 
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.





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

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

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" }