CA Service Management

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Form for incidents only

  • 1.  Form for incidents only

    Posted 02-12-2019 07:40 AM

    Hello,

     

    I'm working on a customization of the form that shows up when you're going to change ticket status and you must set a comment to move on.

     

    My question is, it's possible that the changes i made on the form are only visible when the ticket is an incident?

     

     

    Regards.



  • 2.  Re: Form for incidents only

    Posted 02-12-2019 08:31 AM

    Separate your code with an if else statement

     

    <PDM_IF "$args.type=="I">

    your new code

     

    <PDM_ELSE>

    old code

     

    </PDM_IF>



  • 3.  Re: Form for incidents only

    Posted 03-18-2019 10:56 AM

    Hello Pier,

     

    I tried with that code in many ways but i can't still get the expected result.

     

    There's something more specific on where we should place the code?

     

    I'm adding the two new fields (The ones should be show for I only) via the UI - Web Screen Painter, not on code.

     

    Regards.



  • 4.  Re: Form for incidents only

    Posted 03-18-2019 10:59 AM

    I made a typo, there is a missing double quotes. Use this IF instead.

     

                                    

    <PDM_IF "$args.type"=="I">

                                      ^

                                      |

                                   here



  • 5.  Re: Form for incidents only

    Broadcom Employee
    Posted 02-12-2019 09:27 AM

    if you work on detail_in.htmpl file, any changes will just show on this incident web page and request and problem pages are not affected



  • 6.  Re: Form for incidents only

    Posted 02-12-2019 09:52 AM

    Chi_Chen,

     

    He said : the form that shows up when you're going to change ticket status.

     

    Wich is "request_status_change.htmpl" (used by incident, request and problem )



  • 7.  Re: Form for incidents only

    Broadcom Employee
    Posted 02-12-2019 10:56 AM

    Yes, you are right that most likely mean this page. Thank you for pointing this out.