Mask out Priority values in Service Desk

Products

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

Issue/Introduction

Sometimes, there will be a business need to tweak the display of priorities for end user access.  Certain priorities may need to be excluded for certain users or outright across all users.  This document describes how to properly mask out the priority displays.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License, 17.x
Component:  CA Service Desk

Resolution

Depending on the target end user in question, you may need to apply one or more of the following methods:

Customer, Employee, or Anonymous users:

Backup, then access the web.cfg (located in NX_ROOT \bopcfg\www) using a text editor.  You will see these entries, around lines 313 – 323:

#  Valid priorities for customer-created requests.  Must be chosen from
#  {none 1 2 3 4 5} separated by spaces, with the default first
CstPrio none 3 4 5

#  Valid priorities for employee-created requests.  Must be chosen from
#  {none 1 2 3 4 5} separated by spaces, with the default first
EmpPrio none 3 4 5

#  Valid priorities for requests created by the anonymous user.  Must be
#  chosen from {none 1 2 3 4 5} separated by spaces, with the default first
AnonymousPrio none 3 4 5

Edit the above entries to suit, then save the web.cfg.  You will need to recycle Service Desk Services for the change to take effect.

 

Analyst and Administrative users:

Go into Web Screen Painter and access the form in question. 

For incidents:  detail_in.htmpl
For issues:  detail_iss.htmpl
For requests:  detail_cr.htmpl 

Go into the properties for the "Priority" field and under "Where clause" enter in the necessary parameters.  Save the form, then publish the change.

Example:  edit form "detail_iss.htmpl" for Issues.  Placing this string in the "where clause" parameter for Priority field's Properties: 

enum IN (0, 1, 2, 3)

Will display priorities 3, 4, 5 and None, masking out Priorities 1 and 2.

This is because if one runs the following on the SDM Server at an Admin Command Prompt:

pdm_extract -f "select enum, sym from Priority"

The result will be:

TABLE Priority
        enum sym
        { "0" ,"None" }
        { "1" ,"5" }
        { "2" ,"4" }
        { "3" ,"3" }
        { "4" ,"2" }
        { "5" ,"1" }

Sym is the value being displayed on the web interface, but enum is the internal enumerator value used in priority calculation.

 

Additional Information

Note:  Disabling Priorities altogether is unsupported.  Please see KB Article 27223 for additional details.