CA Service Management

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  • 1.  Remove/Delete Request Template

    Posted Oct 29, 2014 09:07 AM

    Good morning, everyone!


    I assume this is something ridiculously simple which I'm overlooking, but as I've tinkered with it enough, I figured I'd ask the experts!


    I need to remove some of the "Create Request from Template" entries in production... but cannot find a remove, delete, etc. option, which would allow me to do so. How do I accomplish this?


    Thank you for your time!


    Tim Dasher

  • 2.  Re: Remove/Delete Request Template
    Best Answer

    Posted Oct 29, 2014 11:21 AM

    Hi Tim,


    I believe you'd want to just modify the tickets that these templates were created from and remove the information on the 'Template' tab, making them regular tickets again, rather than templates (see below screen print).


    Hope that helps!




  • 3.  Re: Remove/Delete Request Template

    Broadcom Employee
    Posted Oct 30, 2014 12:24 AM

    HI Tim,

    As Tammy mentioned, file->request from Template , will show the ticket number and template name.

    Open that Request and under Template tab, Mark it as inactive.

    Let us know if this helps for you..


  • 4.  Re: Remove/Delete Request Template

    Broadcom Employee
    Posted Oct 29, 2014 05:39 PM

    Tim, did you mean you would like to remove the menu item

    "New Request From Template..." in the Service Desk File

    dropdown? If yes, then you would need to look for the menu

    bar htmpl file and remove that part. For example, for Administrator

    role, it is menubar_sd.htmpl and you would need to delete:

    <PDM_MACRO name=menuItem label="New_Request_from_Template..." function="ahdtop.create_new('cr',1)" hotkey=q>

    Hope this helps. Thanks _Chi

  • 5.  Re: Remove/Delete Request Template

    Posted Nov 17, 2014 02:07 PM

    Thank you all for your assistance, and my apologies for the delayed response!

  • 6.  Re: Remove/Delete Request Template

    Posted Nov 18, 2014 05:16 AM

    Hey Tim,


    If the above info helped to address your query, then please mark the most 'correct answer' so this post can be flagged as answered.


    Kind Regards,