For certain business uses, it may become desirable to prevent users from selecting the "None" value for the Impact of a ticket. Using a data partition to prevent users from selecting an Impact outright won't work, as an Impact value must be provided. A combination of a specific data partition and a small change to the detail form as explained below will allow you to hide the "None" value from the list, forcing users to select a valid value without giving them any unnecessary options.
The solution is to create a data partition and a web page customisation:
Similar steps can be followed to mask out Urgency and Priority values, if needed. If your use case requires limiting users to only selecting certain Impact values, you can adjust the data partition (specifically the "enum in (1,2,3,4,5)" portion) to only include the enumerated values for the Impacts you want to use. Please keep in mind that, by default, the 'enum' value for an Impact and its' written numeric value are opposite - "5-One person" has an 'enum' of '1', while "1-Entire organization" has an 'enum' of '5'. This is also true of Priority values, by default. You can consult the 'impact', 'urgncy', and 'pri' tables to confirm that you are only showing the necessary values with your customization.
The information in this article has been included in our product documentation. You can find further details here:
This document was previously available as TEC614948.