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Modify Field "Comments" in Unified Self Service (USS)

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  • 1.  Modify Field "Comments" in Unified Self Service (USS)

    Posted 08-27-2018 09:19 AM
      |   view attached

    Good morning Community,

     

    In a client, the Unified Self Service (USS) tool is installed and integrated with the Service Catalog (SC), Process Automation (PAM) and Service Desk Manager (SDM) applications to generate different types of requests to be managed by resolution groups. Said applications in the USS have a form configured with a workflow (WF) respectively. When the applicant makes a new request in the USS and in the same wishes to attach files, there is a specific area to add them together with a respective comment. But this area does not specifically indicate that the annexes can be added there but only indicates the text "Comments", therefore, what is desired is to modify this text so that it says "Comment and attachments" so that it is more visible to the user than load the new application or ticket in question. As I have seen, the way to modify is not as simple as it is in SD where you right click and it tells you which form you should modify respectively. Attached image of what you want to modify.

     

    Thanks for the help.

     

    Se señala el texto "Comentarios" que se desea modificar.

     

    In Spanish the same question:

     

    Buenos días Comunidad,

     

    Se tiene instalada e integrada la herramienta Unified Self Service (USS) con los aplicativos Service Catalog (SC), Process Automation (PAM) y Service Desk Manager (SDM) para generar diferentes tipos de solicitudes para ser gestionados por grupo resolutores. Dichas solicitudes en USS tienen configurado un formulario con un workflow (WF) respectivamente. Cuando el solicitante hace una nueva solicitud en USS y en la misma desea anexar o adjuntar archivos, existe un área específica para agregar los mismos junto con un comentario respectivo. Pero dicha área no indica especificamente que ahí se pueden agregar los anexos sino que solo señala el texto "Comentarios", por tanto, lo que se desea es modificar este texto para que diga "Comentario y adjuntos" para que sea más visible al usuario que carga la nueva solicitud o ticket en cuestión. Según he visto, la forma de modificar no es tan sencilla como es en SD donde se hace clic derecho y te indica que formulario es el que debes modificar respectivamente. Anexo imagen de lo lo que se desea modificar.

     

    #caunifiedselfservice
    #caunifiedselfservice
    #unifiedselfservicecustom

    #ussunifiedselfserv

    #causs

    #servicemanagementsdmpackage

    #selfservicecatalog

     

    Anexo igualmente la imagen. Por si no se llega a ver la imagen insertada en el texto.

    Agradezco de antemano la ayuda que me puedan brindar.



  • 2.  Re: Modify Field "Comments" in Unified Self Service (USS)

    Posted 08-28-2018 02:35 AM

    Good Morning Carlos.

    This is a kind of general statement, reading:
    The USS-UI is difficult to customize. Almost all of it, is 'hardcoded' in the widgets as installed.
    Sometimes it is possible to change something on 'colors' e.g. through .css file(s).

    In other words, customizations allowed on USS are very limited.
    You cannot customize USS on the similar level of SC or SDM.
    The only things you can do are changing logos, company name, etc.
    Please check the below page for this:
    https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-unified-self-service/modify-unified-self-service

    Should however any one else in the Community got this customization implemented, then let's see in this thread.

    Thanks in advance for your understanding and kind regards, Louis van Amelsfort.



  • 3.  Re: Modify Field "Comments" in Unified Self Service (USS)

    Posted 08-29-2018 10:08 AM

    Thanks for the response Louis, but I think in this case for a regular or final user, the template form is missing this information, because, in the field said "Comments" or Comentarios (in Spanish for the language platform) but you can also attach documents or images, so that's why we want to change the text of the field to "Comentarios y Adjuntos" (Comments and Attachments) for best visibility for the final user.

    I understand that USS you can't customize a lot of things like Service Desk, but sometimes is helpful to obtain customizes views in order to improve the application without affecting its performance.

     

    I hope some friends can help me with this request.

     

    Best regards,

    Carlos Ramirez



  • 4.  Re: Modify Field "Comments" in Unified Self Service (USS)

    Posted 11-06-2018 10:47 AM

    Hi,

     

    We have the similar issue here.  Do you have any solution yet?  Please help us too. 

     

    Komgrit. 



  • 5.  Re: Modify Field "Comments" in Unified Self Service (USS)
    Best Answer

    Posted 11-07-2018 05:00 AM

    Good Morning Carlos.

     

    I found a way:

     

    How to change the "Request No" label in Unified Self-Service (USS)
    https://comm.support.ca.com/kb/how-to-change-the-request-no-label-in-unified-selfservice-uss/kb000017178

    1. Go to Service Catalog server which is integrated with USS
    2. Go to USM_HOME\view\webapps\usm\locale\icusen\request\request_edit.xml
    For localized environment, select the appropriate folder.
    Example: For Spanish, go to USM_HOME\view\webapps\usm\locale\iceses\request\request_edit.xml
    3. Search for <request_id></request_id>tag
    4. Change value between the tags to your desire label.
    5. Save Changes and restart CA Service Catalog if cache is enabled for the changes to take effect immediately

     

    Please check the above and let me know your findings.

    Kind regards, Louis.



  • 6.  Re: Modify Field "Comments" in Unified Self Service (USS)

    Posted 11-08-2018 05:56 AM

    Hi Louis,

    unfortunately this KB does not follow Service Catalog best practices for customization.

    You must not Change an existing resource file like request_edit.xml.

    Best practice is:

    1. Go to Folder USM_HOME\filestore\custom\locale\icusen (or the Folder of the locale you want to customize)
    2. If not there, create Folder "request"
    3. Copy USM_HOME\view\webapps\usm\locale\icusen\request\request_edit.xml into request Folder
    4. Alter the copy as described above

    This procedure ensures that your customization will be still there after the original file was replaced in case of a patch or an upgrade.

     

    Is there a way on how to update the KB accordingly?

     

    Cheers!

    Tom



  • 7.  Re: Modify Field "Comments" in Unified Self Service (USS)

    Posted 11-07-2018 06:31 AM

    Good Morning Carlos.

     

    Of course you need to search for 'comments' as (label) text to be changed.

    :-)

     

    Louis.