The Priority Calculation does not work on the environment when some Impact table values are inactive.
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The Priority Calculation does not work on the environment when some Impact table values are inactive.


Article ID: 20065


Updated On:


CA Service Desk Manager CA Service Management - Service Desk Manager


This document describes this aspect of the Priority Calculation in more detail.


Release: 17.3 or higher
Component:  CA Service Desk Manager


It is not supported to set Impact values to inactive. The online help says as follows regarding the priority, impact and severity (see Figure 1).

( e.g. Online help of the Urgency )

Figure 1:

The term "delete" includes making the row "inactive".

Data Partition Constraints against these tables will also impact the results and the Priority Calculation will not work.

If the desired result is to reduce the number of Impact values in the dropdown list of the Impact field on the incident detail, it is necessary to apply customization.

Here is an example of how to do that.

  1. Open the detail_in.htmpl in Web Screen Painter.
  2. Find the following line in the source tab.

    <PDM_MACRO name=dtlDropdown hdr="impact" attr=urgency evt="onBlur='manual_modify();detailSyncEditForms(this)'" lookup=no>

  3. Modify this line as follows. Add the id of the Impact that you want to show. And save it.

    <PDM_MACRO name=dtlDropdown hdr="impact" attr=urgency evt="onBlur='manual_modify();detailSyncEditForms(this)'" lookup=no whereclause="id = 1100 or id = 1102 or id=1104">

  4. File menu --> Publish
  5. Run the pdm_webcahce
  6. Delete the browser cache.
  7. Set the configuration of the Priority Matrix (as shown in Figure 2).
  8. The area of the red color square in the following screenshot is the id = 1100, 1102 and 1104.

    Figure 2:

  9. Although there is the other impact also, since the detail_in.htmpl controls the impact, those 3 impacts only will appear in the dropdown list box of the Impact as shown in Figure 3

    Figure 3:

The Priority Calculation works with this customization as of today.

Note: This document provided an example of customization. There may be limitations to the support for this customization.
It is necessary to check the behavior before implementing in your production system.