How to include the ticket number, the open date, the close date and the summary within survey form (do_svy.htmpl) of Service Desk Manager ?

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Article ID: 206937

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Is it possible to include the ticket number, the open date, the close date, and the summary within the survey form do_svy.htmpl in Service Desk Manager?

Environment

Release : 17.3

Component : SERVICE DESK MANAGER

Resolution

The following code will get the data you need in the htmpl file:

var cr_ref_num = "$list.ref_num";
var cr_assignee = "$list.assignee.combo_name";
var cr_open_date = "$list.open_date";
var cr_close_date = "$list.close_date";
var cr_summary = "$list.summary";

You would need to use variables from above to customize the do_svy.htmpl form.

Example: 

<PDM_LIST prefix="list" factory="cr" where="persistent_id = '$ext_args.CNTXT_PERSID'">
var cr_ref_num = "$list.ref_num";
var cr_assignee = "$list.assignee.combo_name";
var cr_open_date = "$list.open_date";
var cr_close_date = "$list.close_date";
var cr_summary = "$list.summary";
</PDM_LIST>

Additional Information

VERY IMPORTANT INFORMATION: It is customization. Do that in a safe environment and test it before moving to production. If not well developed and tested, it can cause unexpected behaviors and issues. Be careful!