For the Analyst interface, how do I hide CA Service Desk Manager (CA SDM) Urgency values that my Organization does not use?
In order to hide the unused CA SDM Urgency values, it is necessary to modify the corresponding form for ticket type you would like to hide Urgency values on.
For example, Incident Form = detail_in.htmpl, Problem Form = detail_pr.htmpl, Request Form = detail_cr.htmpl
The urgency values will need to be referenced by their “id” values as per the extract below:
id del enum sym nx_desc value
1100 0 0 1-When Possible Requires an available response 1
1101 0 1 2-Soon Requires a temperate response 2
1102 0 2 3-Quickly Requires a timely response 3
1103 0 3 4-Very Quickly Requires an escalated response 4
1104 0 4 5-Immediate Requires an instant response 5
1. Open the relevant form in Web Screen Painter.
2. Find the line containing the following in the source tab.
3. Modify this line, append a whereclause to the end of the line before the >. The whereclause will denote the Urgency values that will be displayed.
i.e. whereclause="id = 1100 or id = 1102 or id=1104"
4. File menu --> Publish
5. Run pdm_webcache
6. Clear web browser cache.
The modified form will now only display the selected Urgency ids. The Priority Calculation works with this customization as of today. The priority calculation matrix will need to be modified to accommodate the hidden values