CA Service Management

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Preset category on Home of the employees

  • 1.  Preset category on Home of the employees

    Posted 02-02-2018 11:28 AM

    Hi guys,

     

    I would like to know if it is possible to configure that when an employee click to open a new request, the category is already filled on the next form (detail_cr <customer>), is it possible?

     

     

     

     

     

     

    I've changed the link to images using this codes below:

     

    <PDM_IF "$prop.guest_user" != "1">
    <PDM_IF "$env.NX_EMPLOYEE_INTF_INCIDENT_SUPPORT" == "Request" || "$env.NX_EMPLOYEE_INTF_INCIDENT_SUPPORT" == "IncidentandRequest">
    <tr>
    <td style="padding-left: 15px;">
    <a href="javascript: has_knowledge_been_checked();"
    class="emp portlet_body_text"
    onmouseover='window.status = "Você deseja solicitar serviços para a SGA ou BDEP?"; return true;'
    onmouseout="window.status = window.defaultStatus; return true;"> <br> <img align="center" src="$CAisd/img/emprestimo.png" style="border:none;"; return true;'></a> </br> </br>
    <PDM_IF "$env.NX_CATALOG_SERVER" != "">
    <span style="padding-left: 30px;">
    <a href="javascript:get_url_for_catalog();"
    class="emp portlet_body_text"
    onmouseover='window.status = "Procurar serviços do catálogo"; return true;'
    onmouseout="window.status = window.defaultStatus; return true;"><img align="center" alt='' src="$CAisd/img/shopping_cart.png"></img>Procurar serviços do catálogo</a>
    </span>
    </PDM_IF>
    </td>
    </tr>
    <script>m_sTicketType = "cr"; </script>
    </PDM_IF>


  • 2.  Re: Preset category on Home of the employees

    Posted 02-02-2018 03:24 PM

    Hi thiagojoseoliveira,

     

    You can try with a data partition restriction "Default" for call_req table, category=xx.

     

    Also if you need more than one link you can pass a parameter in function has_knowledge_been_checked() and read this inside the function.

     

    Regards

    Francisco



  • 3.  Re: Preset category on Home of the employees

    Posted 02-02-2018 03:51 PM

    1.- the has_knowledge_been_checked calls prompt_for_knowledge_backfill function.

     

    2.- The prompt_for_knowledge_backfill function is stored in cst_fldrtree.js in script folder.

     

    3.- The prompt_for_knowledge_backfill function calls the create_new_ticket function.

     

    4.- in the function create_new_ticket you can preset the category.

     

    Another solution is in detail_cr.htmpl add the following lines

    <PDM_SET args.category="pcat:***">

    <PDM_SET args.category.sym="category.ss_sym">

     

    Regards

    Francisco



  • 4.  Re: Preset category on Home of the employees

    Posted 02-05-2018 08:11 AM

    Hi my friend,

    Thanks for the information. 

     

    I've tried this code, but didn't work;

     

    <a href="javascript: has_knowledge_been_checked();"
    class="emp portlet_body_text"
    onmouseover='window.status = "Você deseja solicitar serviços para a SGA ou BDEP?"; return true;'
    onmouseout="window.status = window.defaultStatus; return true;"> <br> <img align="left" src="$CAisd/img/emprestimo.png" style="border:none;"; return true;'
    'PDM_SET args.category="pcat:400370"'>



  • 5.  Re: Preset category on Home of the employees

    Posted 02-02-2018 03:34 PM

    Hi,

    the answer is in your question, you can try to define preset:

    PRESET=category:pcat:123456
    // where pcat:123456 is persid of decided category

    More about presets you can find in admin guide: Supported Server Operations - CA Service Management - 14.1 - CA Technologies Documentation 

     

    Regards,

    Timur Alimov



  • 6.  Re: Preset category on Home of the employees

    Posted 02-05-2018 08:12 AM

    Hi my friend,

    Thanks for the information. 

     

    I've tried this code, but didn't work;

     

    <a href="javascript: has_knowledge_been_checked();"
    class="emp portlet_body_text"
    onmouseover='window.status = "Você deseja solicitar serviços para a SGA ou BDEP?"; return true;'
    onmouseout="window.status = window.defaultStatus; return true;"> <br> <img align="left" src="$CAisd/img/emprestimo.png" style="border:none;"; return true;'
    'PDM_SET args.category="pcat:400370"'>



  • 7.  Re: Preset category on Home of the employees

    Posted 02-05-2018 08:36 AM

    Hi Thiago,

    After the changes in the HTMPL file, did you clear the browser cache and ran the command - pdm_webcache?

     

    The command is used to clear the cached files from the application to ensure the latest files are taken effect.

     

    Hope this helps.

     

    regards,

    Maheshwar Kusuma



  • 8.  Re: Preset category on Home of the employees

    Posted 02-05-2018 08:43 AM

    Hi my friend,

     

    I use the pdm_webcache for sure.

     

    I tried this code, but didn't work too..

     



  • 9.  Re: Preset category on Home of the employees

    Posted 02-05-2018 10:20 AM

    if you're trying to predefine category using PDM_SET you need to update detail_cr form instead.

    and as PDM tags are preprocessor they shouldnt appear in DOM viewer...