Default Incident state to Open (Read Only)

[Arnab M]

Hello,

Is there a way to default the Incident state to Open (Read Only) at the  time of creation of the Incident. We are running version 17.3.

Thank you,

Arnab

[Jacques Geldenhuys]

Hi Arnab

The way I would achieve this is two-fold

1st Step
Create Data Partition in Service Desk via Admin Tab against the 'Call_Req' Table using the 'Defaults' Constraint Type, the constraint would be "status='OP'" (This will be your default constraint for all Requests/Incidents/Problems)

2nd Step
Make a copy of your NXROOT\CA\Service Desk Manager\bopcfg\www\htmpl\web\analyst\detail_in.htmpl
and paste it to NXROOT\CA\Service Desk Manager\site\mods\www\htmpl\web\analyst\

Edit your NXROOT\CA\Service Desk Manager\site\mods\www\htmpl\web\analyst\detail_in.htmpl file and find the following line

<PDM_MACRO name=dtlDropdown hdr="Status" attr=status factory=crs_in>

Replace this line so it looks like the below

<PDM_IF "$args.id" == "0">
<PDM_MACRO name=dtlReadonly hdr="Status" attr=status>
<PDM_ELSE>
<PDM_MACRO name=dtlDropdown hdr="Status" attr=status factory=crs_in>
</PDM_IF>

Hope this helps
Jacques