How to restrict Priorities for few users while creating tickets

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Need to restrict Priorities for certain roles while creating Request or Incident.

Environment

Release : USRD 17.X

 

Resolution

• -> You may achieve this via Data Partition. 
       For ex: if an L1 analyst should not Create a Priority 5 Incident you can define it as below:\
• Similarly can set restrictions on other Priority values for different Roles.
• You may take a look at the Priority table by running the command - pdm_extract Priority > priority.txt. 
• In the priority.txt you can refer to the enum values, usually, for 1 it will be 5, 2 it will be 4 etc.