making field required dependent on the current status

Products

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

Issue/Introduction

Sometimes it can be useful to make a field required, depending on the status.

Example of the business requirement: The "Resolution Code" should be set, when the status of an Incident is "Closed". As long as the status is not "Closed", it is not necessary to set the "Resolution Code".

Environment

Component: Service Desk Manager (SDM)

Resolution

1. Logon to Service Desk Manager.

2. Click on Administration tab.

3. Click on Service Desk node (left frame).

4. Click on Request/Incidents/Problems node.

5. Open the Status list and select the status "Closed".

6. Click on the tab named "2. Incident Status".

7. Click on the sub-tab named "2. Incident Dependent Attribute Control".

8. Click on "Create New".

9. Select the attribute you want to make required (e.g. Resolution Code).

10. Check the "Required" check-box and click on Save.

Additional Information

Status Transitions and Dependent Attribute Controls