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How can I customize the tickets queue?

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  • 1.  How can I customize the tickets queue?

    Posted 02-07-2017 07:00 AM

    Good morning all.

    Here in the work we use CA Service Desk Manager.

    When I'm looking at the Incident list, I have the following columns: Incident #, Summary, Priority, Category, Status, Affected End User, Assigned To and Projected Violation.

    Is there a way I can include a column with the Open Date information, and another column containing the date and time when the last update was done on the tickets?

     

    Thank you for your attention.

     

    Anderson



  • 2.  Re: How can I customize the tickets queue?
    Best Answer

    Posted 02-07-2017 09:25 AM

    Hi Anderson,

    You can customize the list form (list_in.htmpl) by using Web Screen painter and adding additional columns there. 

    Information on using WSP to customize the form can be found in the documentation here:

    How to Modify the Web Interface using Web Screen Painter - CA Service Management - 14.1 - CA Technologies Documentation 

     

    Regards,

    Jon I.



  • 3.  Re: How can I customize the tickets queue?

    Posted 02-07-2017 11:50 PM

    Many thanks Jon. 

    I'll ask our CA SDM Admin to take a look on that.

     

    Anderson