CA Service Management

 View Only
  • 1.  Hide priority in Issue creation form in the employee UI

    Posted Jan 24, 2018 07:39 AM
      |   view attached


    I added issue creation in employee UI, I need now to hide priority in the issue form, I deleted bellow codes from detail_iss.htmpl file but no way:



    <PDM_MACRO name=dtlStartRow>
    <PDM_IF 0>
    Use prepare_self_serve_priority_dropdown() to determine the sym and enum of the
    user's default priority based on the web.cfg, a data partition Defaults setting
    or the priority of a saved ticket.
    Also build the prio_string, a list of priorities base on the web.cfg.
    Feed these values into a detailDropdown().

    <PDM_IF "$prop.guest_user" == 1>
    prepare_self_serve_priority_dropdown ("$prop.AnonymousPrio", "$args.priority", "$", "$args.priority.sym");

    prepare_self_serve_priority_dropdown ("$prop.CstPrio", "$args.priority", "$", "$args.priority.sym");

    var def_prio_sym = "";
    var def_prio_enum = "";
    var prio_string = "";
    if ( typeof ahdtop != "object" || typeof ahdtop.default_webcfg_prio_sym != "string" ||
    typeof ahdtop.default_webcfg_prio_enum != "string" || typeof ahdtop.self_serve_priority_string != "string" )
    // Should only get in here if there was a problem with prepare_self_serve_priority_dropdown().
    // In that case, just go with the default priority.
    def_prio_sym = "$args.priority.sym";
    def_prio_enum = "$args.priority";
    prio_string = def_prio_sym + "@,@" + "$args.priority";
    // These values calculated by prepare_self_serve_priority_dropdown().
    def_prio_sym = ahdtop.default_webcfg_prio_sym;
    def_prio_enum = ahdtop.default_webcfg_prio_enum;
    prio_string = ahdtop.self_serve_priority_string;

    detailDropdown("Priority", "priority","pri", 1, 20,
    true, "$args.priority.persistent_id", def_prio_enum,
    "no", "$args.priority.COMMON_NAME_ATTR", def_prio_sym,
    "", "", "no", "", "", "",
    prio_string );

    <PDM_IF "$args.category.ss_include" != "1" && "$" != "0" && "$args.category" != "">
    <PDM_MACRO name=dtlReadonly hdr="Categorie" attr="category">
    <PDM_MACRO name=dtlHier hdr="Categorie" attr="category" autofill=yes common_name="ss_sym" evt="onChange=\\\"emp_change_category_func('iss')\\\"" factory=isscat_ss size=30>


    Thanks for your help.

  • 2.  Re: Hide priority in Issue creation form in the employee UI
    Best Answer

    Posted Feb 02, 2018 03:35 PM

    Hi hassan.lagroubi,


    You only need remove the call to detailDropdown function.

    <PDM_MACRO name=dtlStartRow> cannot be delete is used for create a line for category field.


    You need a INPUT type=hide to create the form variable SET.priority .




  • 3.  Re: Hide priority in Issue creation form in the employee UI

    Posted Feb 07, 2018 10:54 AM

    Hi Francisco,


    Thank you for you reply.


    Could you explain me more about the code to delete or to add.



  • 4.  Re: Hide priority in Issue creation form in the employee UI

    Posted Feb 06, 2018 01:37 AM

    Hello Hassan,


    Did Francisco's advice help?


    Looking at this from a different angle, I am wondering why you are issuing your Employees access to "Issues" (detail_iss.htmpl) rather than Incidents (detail_in.htmpl) - or even Call Requests (detail_cr.htmpl).


    As end users, you typically would not be expecting them to be using Issues, which is more typically used by a higher support tier, or done away with altogether. 

    See here for an accessible description of the difference between Issues and Incidents: Issues vs. Incidents 


    Your Analysts would then take an Incident/Call Request and raise an Issue, Change Order or Problem as required.


    If you do use Incidents or Call Requests (See Options Manager variable employee_intf_incident_support to enable), then you could perhaps use Web Screen Painter to directly remove the Priority field from the form, rather than going via Source Code. Using Design rather than Source would keep your customisation under CA Support guidelines. I haven't tested this, but it may be worth trying on a test system.



    Or alternatively, you could leave the field on the screen, but use Data Partitions so that Employees could not change the value and they get a Default value instead.


    Finally, you could again leave the field on the screen, but only give Employees restricted access to some of the values. So for example they could choose only Priority 4, or only Priority 3 or 4. Again, that would leave you with a supported environment, rather than going via the Source code, which should be avoided where possible.

    See this document for the procedure: How to mask out Priority values in Service Desk.



    Just some different approaches to think about which may give better results in the long term.



    Thanks, Kyle_R.

  • 5.  Re: Hide priority in Issue creation form in the employee UI

    Posted Feb 07, 2018 10:55 AM



    Customer is using both incident and issues, we can't not hide issues for employees users because we migrated from an old version of Ca SDM.