Unable to select urgency and impact after customization.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Client wanted to limit the selection of urgency and impact while creating an incident ticket. Upon customization, Selection of Urgency and Impact was reverted back to default values. As new selection was not being saved. 
Followed the documented steps as per the article 39369.

Environment

Release: CA Service Desk Manger 17.X

Cause

Upon reviewing, There appears to be missing default code.

Resolution

Step1: Login to Web Screen Painter and edit detail_in.htmpl. 

Step 2: Validate if this below code exist for urgency and impact field.
<PDM_MACRO name=dtlDropdown hdr="Urgency" attr-urgency evt="onBlur='manual_modify(); detailSyncEdit Forms (this)" lookup=no where clause="enum IN (4, 3, 1, 0)>
<PDM_MACRO_name=dtlDropdown hdr="Impact" attr-impact evt="onBlur='manual_modify(); detailsyncEdit Forms (this)" lookup=no where clause="enum IN (5, 4, 2, 0)>

Step 3: Save the changes

Step 4: Execute pdm_webcache * . 

Additional Information

https://knowledge.broadcom.com/external/article?articleNumber=39369

https://knowledge.broadcom.com/external/article?articleNumber=27223