For Employees: How do I hide CA Service Desk Manager (CA SDM) Urgency values that my Organization does not use?

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Question:

How does one hide or mask out Urgency values from Employee interface display?

Answer: 

To realize how to mask out Urgency displays for Employees, the first thing you will need is to find out additional information about the Urgency values in place.  To do this, go to an Administrative Command prompt on the SDM Primary/Background Server, and run:

pdm_extract -f "Select enum, sym from Urgency"

The following is a sample result generated:

enum sym
{ "4" ,"1-Critical" }
{ "3" ,"2-High" }
{ "2" ,"3-Moderate" }
{ "1" ,"4-Low" }
{ "0" ,"5-NONE" }


This will display a list of all Urgency values in place, denoting their display names (Sym) field, and their enum values.  The latter value will be of importance.

In the SDM Server's web.cfg, located in the NX_ROOT\bopcfg\www directory, there will be these entries in place (by default)

ESCEmpUrg 0 1 2 3
EmpUrg 0 1 2

"ESCEmpUrg" is intended for VIP Employees and EmpUrg is intended for ordinary Employees.

The idea is to change the above by indicating by the "enum" value which Urgency will be displayed.  In the above example, to display just "2-High" and "3-Moderate", the above entries should read as:

ESCEmpUrg 2 3
EmpUrg 2 3

Additional Information:

• Please be sure to backup your changes to the web.cfg before making any direct changes.
• The above changes will not work if the sym fields contains a value that includes a comma in the text, ie:  "3-Moderate, to be used for moderate, non-major cases".  The workaround will be to change all of the sym field entries to exclude commas in the text.
  
  
• See also TEC1084347 which discusses a similar method to masking our Urgency values for Analyst based users.

 

 

Environment

Release: SMITAM99000-14.1-Service Management-IT Asset Manager Package
Component: