In CA Service Desk Manager, how can I set the initial status of a change order when it is created via the copy function from an existing change order?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Question:

In CA Service Desk Manager, how can I set the initial status of a change order when it is created via the copy function from an existing change order?

Answer: 

There are two methods to set the default status of a change order created by the copy function.

Method 1:

There is a NX.env variable @NX_CO_COPY_INITIAL_STATUS that was introduced via a test fix for 12.9 (and previous releases). This allows the initial status of a Change Order to be set when it's created via a copy from an existing CO.

1. 1.      Contact CA Support and ask for a fix for problem USRD 2162.

Note that this may be delivered via test fix or may be included in a cumulative patch for your Service Desk version.

1. 2.      Add the @NX_CO_COPY_INITIAL_STATUS parameter to your NX.env and template files by running the following commands on each Service Desk server in your installation:

pdm_options_mgr -c -s CO_COPY_INITIAL_STATUS -v RFC -a pdm_option.inst

pdm_options_mgr -c -s CO_COPY_INITIAL_STATUS -v RFC -a pdm_option.inst -t

The above commands set the default CO status to RFC. Change RFC to your desired initial status. You will need to restart the Service Desk services for the change to become effective.

Method 2:

The file NX_ROOT\bopcfg\majic\tmplcopy_site.spl is provided so that attributes carried over from templates or from the source CO via the copy function can be customized. This can be used to set the initial status of the change order resulting from a copy.

1. 1.  Copy the NX_ROOT\bopcfg\majic\tmplcopy_site.spl file to NX_ROOT\site\mods\majic
2. 2.  Edit NX_ROOT\site\mods\majic\tmplcopy_site.spl and locate the chg::copy_chg_site method.

After the following line in the the chg::copy_chg_site method:

                gl=argv[3];

Add the following line:

        new.status = "RFC";

e.g:

<Please see attached file for image>

3. Save the file and restart the Service Desk services for the change to be effected.

The above example sets the default CO status to RFC. Change RFC to your desired initial status.

** Note that this method is considered a customization and as such is not supported by CA Support. You could contact CA Services if you require any further assistance in modifying the tmplcopy_site.spl file.

 

 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: