SDM: How do I make the "Summary" field on the Request/Problem/Incident Detail form Read Only?

Products

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

Issue/Introduction

This document outlines the steps required to make the Summary field on the Request/Problem/Incident Detail form read-only. Afterwards, analysts use the Detail field on the form and the first 30 characters that are entered in that field are automatically copied to the Summary field.

Environment

Release:  12.x and higher
Component: Service Desk

Resolution

1. In the Web Screen Painter, open the Analyst Request Detail form (detail_cr.htmpl).
   
   If, instead, you want to update the Incident or Problem detail form, open the respective forms:
   Incident: detail_in.htmpl
   Problem: detail_pr.htmpl
   
   
2. Click on the 'Source' tab and locate the following line:
   
   PDM_MACRO NAME=dtlTextbox hdr="Summary" attr="summary" size=120 colspan=3 keeplinks=yes spellchk=yes srchknow=no>
   
   
3. Modify it to:
   
   <PDM_MACRO NAME=dtlReadonly hdr="Summary" attr="summary" colspan=3>
   
   
4. Save and publish the change. Then restart the Service Desk services.

 

Additional Information

Note: Broadcom Support recommends that you backup your existing forms prior to making any change as well as test the changes in a non-prod instance of Service Desk before rolling into production.