How to restrict Contact Types from being entered into specific fields.

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Is it possible restrict certain contact types such as Analyst or Group from being entered into specific ticket fields in Service Desk?  Forms such as detail_cr.htmpl or detail_chg.htmpl?

Environment

SDM 12.9

SDM 14.1

SDM 17.0

Resolution

First find the form which contains the filed that the restriction should be placed on.

Out of the box forms for Service Desk can be found in the following directory:

NXROOT\bopcfg\www\htmpl

Then search for the filed to be updated, for example if the field header is "New Assignee" an entry similar to the text below should be located:

PDM_MACRO name=dtlLookup hdr="New Assignee"

To only allow a specific type of contact to be entered on this form, such as Analysts, add the following to this line:

extraURL="KEEP.type.id=2307"

Where "2307" is the Analyst contact type id.

Additional Information

All of the available contact types can be found on the "ca_contact_type" table.