Request Priority Not Set as request priority.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Despite setting a Default Priority in the configuration, some submitted requests show as "Request Priority Not Set". Why is this the case?

 

Environment

Release : 17.3

Component : CA SERVICE CATALOG

Resolution

This behaviour happens in when a requests is "cartless" using 1-click Submit.

When the general information section is not available there is no way to set the priority and hence "request priority not set" is shown. This is just a label that is shown in the request page not something which is saved in the DB. For approvers it can be treated same as default and in case of "copy request as" it becomes a cart kind of request and hence we can see that its priority is set to priority which ever is set as default.

If needed, this label can be customized if the client doesn't want to see "Request Priority Not Set" and instead want to have some other text - it is found in the file

  USM_HOME\view\webapps\usm\locale\<locale>\request\requestinfoshared.xml

Copy this to your filestore\custom\locale\<locale>\request\ folder (where <locale> is the locale you wish to edit) and change the display text accordingly.