Prevent Users from using Transfer Activity by Modifying Fields to Read Only

Products

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

Issue/Introduction

Administrators want to limit users from using the option in a ticket:

Activity > Transfer

Administrators explain they want the fields to be Read Only which will prevent users from modifying tickets.

Environment

All versions of Service Desk Manager

Resolution

NOTE: This solution is a customization and is offered AS IS by Broadcom Support. Broadcom Support will not be able to troubleshoot this configuration moving forward

In this example we will modify this for all users with the Analyst Access Type

First copy the original htmpl file from: 

NX_ROOT\bopcfg\www\htmpl\web\analyst\xfer_esc_cr.htmpl

to

NX_ROOT\site\mods\www\htmpl\web\analyst\xfer_esc_cr.htmpl

Open the new file and find the Field you are modifying

To change modify the Current Status field you will modify:

<PDM_MACRO name=dtlDropdown hdr="New Urgency" attr="urgency" evt="onBlur='detailSyncEditForms(this); CapReasonFormUpdates(); manual_modify()'" lookup=no>

to

<PDM_MACRO name=dtlReadonly hdr="New Urgency" attr="urgency">

Additional Information

PDM Macro Definitions

This link provides you all the options for each Macro. 

Remove all unsupported options from the configured macros and include the options that will be useful to your environment

When upgrading your environment, these customizations will need to be confirmed in a non production environment with the new version before upgrading the production environment.