Limit Solution Activity for Specific Users in CA Service Desk Manager

Products

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

Issue/Introduction

Administrators want to limit users abilities to use the Activities > Solution function when modifying tickets.

Example: Analyst users should not be able to update tickets using Activities > Solution

How can this be achieved?

Environment

All versions of Service Desk Manager

Resolution

The form associated with the Solutions activity is detail_alg.htmpl.

In the following example we modify this for Analyst users

1. Copy the original detail_alg.htmpl file from:

   • NX_ROOT\bopcfg\www\htmpl\web\analyst\detail_alg.htmpl

2. Paste this file to: 

   • NX_ROOT\site\mods\www\htmpl\web\analyst\detail_alg.htmpl

3. Modify the New Status field to become Read Only by modifying this line:

   • Before: <PDM_MACRO name=dtlDropdown hdr="New Status" attr=status evt="onBlur=\\\"detailSyncEditForms(this)\\\" onchange=\\\"make_desc_required(this)\\\"" factory=crs_pr initial="KE">

   • After: <PDM_MACRO name=dtlReadonly hdr="New Status" attr=status>

4. Clear the webcache by executing:

   •  pdm_webcache -H

These changes will result in Analyst users unable to submit any Solutions activities.

Additional Information

This solution is provided AS IS and Broadcom Support recommends that this customization should be thoroughly tested in a similar non production environment.

Broadcom Support is not permitted to assist in developing customizations including any follow up questions related to this article. 

Web Interface Modifications