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Assign Different Priorities for Requests Only

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  • 1.  Assign Different Priorities for Requests Only

    Posted 03-27-2017 10:45 AM

    I am investigating the feasibility of creating new priorities just for requests, the goal being that the incidents would have their own and the requests would have theirs. Is this possible?  I didn't see an option to do so in the I have seen reference to updating environmental parameters but obviously don't want to do that unless there is someone out there that has done this before with success. 



  • 2.  Re: Assign Different Priorities for Requests Only

    Posted 03-27-2017 11:38 AM

    Jessie, do you mean use non_UI tool such as pdm_load to create a new priority for requests but not incidents? If yes, I would like to point out:

    --usually you don't need new priority...doing this could impact some out of box operations like priority caculation

    --if you have to create a new priority, then you can just create it and then modify the detail_in.htmpl file change

    <PDM_MACRO name=dtlDropdown hdr="Priority" attr=priority evt="onBlur=\\\"detailSyncEditForms(this)\\\"" lookup=no>

    to

    <PDM_MACRO name=dtlDropdown hdr="Priority" attr=priority evt="onBlur=\\\"detailSyncEditForms(this)\\\"" lookup=no whereclause="sym not like 'the-new-priority-sym%'">

    so the incidents can't use this new priority.

    Thanks

    Chi



  • 3.  Re: Assign Different Priorities for Requests Only

    Posted 03-27-2017 01:13 PM

    Thank you for response! I tried to update the Where Clause and it doesn't seem to work. I did notice that there is no priority symbol column in the cr table it references. I did try to use just priority with the '4' and '5' and it did not work. here is some examples of syntax i tried:

    cr.priority NOT LIKE '4', '5'

    priority NOT LIKE '4', '5'

    and then both with NOT (priority IN ('4','5')

    i also tried to spell out the table name using Call_Req instead of cr and it didn't work. Am I missing something?

     

    Thanks,
    Jessie



  • 4.  Re: Assign Different Priorities for Requests Only
    Best Answer

    Posted 03-27-2017 02:29 PM

    Jessie, I just tried

    whereclause="sym not like '4-low%'"

    where "4-low" is the sym(symble) of the priority 4 priority

    and it worked for me no problem...analysts can't create new incidents with 4-low priority or modify

    existing incidents with this priority.

    Thanks _Chi



  • 5.  Re: Assign Different Priorities for Requests Only

    Posted 03-27-2017 03:35 PM

    Thank you very much for the information, it is working perfectly!



  • 6.  Re: Assign Different Priorities for Requests Only

    Posted 08-01-2017 01:11 PM

    you helped me tremendously and I have a similar question that we asked here that I quoted your response to:

    https://communities.ca.com/thread/241781667-how-can-we-prevent-a-group-from-being-seen-by-other-groups?et=watches.email.outcome

     

    Can this be done for Groups on IN and CR forms as well?

     

    I am thinking this would work for what we want to do with the Group not showing up as an option for Incidents and Requests.

     

    I am not certain where would modify the syntax if it is a required field (before or after "make_required=yes)? Would I put the Where Clause on both lines? would it be whereclause name <> 'Non-ET Change Owners'

     

    <PDM_MACRO name=dtlLookup hdr="Group" attr=group evt="onBlur=\\\"detailSyncEditForms(this)\\\"" make_required=yes>
    <PDM_ELSE>
    <PDM_MACRO name=dtlLookup hdr="Group" attr=group evt="onBlur=\\\"detailSyncEditForms(this)\\\"">



  • 7.  Re: Assign Different Priorities for Requests Only

    Posted 08-02-2017 05:55 PM

    you can try something like this

    <PDM_MACRO name=dtlLookup hdr="Group" attr=group extraurl="ADDITIONAL_WHERE=group.last_name<>'Non-ET Change Owners'" evt="onBlur=\\\"detailSyncEditForms(this)\\\"" make_required=yes>
    <PDM_ELSE>
    <PDM_MACRO name=dtlLookup hdr="Group" attr=group extraurl="ADDITIONAL_WHERE=group.last_name<>'some-other-group'" evt="onBlur=\\\"detailSyncEditForms(this)\\\"">