http://www.servicedeskusers.com/SDU:SDU_r12_EP1

Available exclusively from SDU is Enhancement Pack 1 (EP1) for CA Service Desk r12. EP1 contains 5 commonly implemented customizations focusing on improving technician efficiencies.

List of Enhancements

Consolidated Request, Incident, & Problem Gobtn Search
Simplifies finding the proper ticket when all you know is the number. Applies to Requests, Incident, and Problems.

Change Requests to Incidents (or Incidents to Requests)
Adds the ability to change a Request to an Incident (or vice versa) eliminating the need to create duplicate tickets. Applies to Requests and Incidents, but can be added to Problems with slight modification.

Create Child button
Expedites the child creation process by copying most of the values from the Parent and automatically attaching the two tickets. Applies to Requests, Incidents, Problems, Change Orders, and Issues.

Propagate Status from Parent to Child(ren)
When the Status is being set on a Parent ticket, there is an option to push that Status to all the children. Applies to Requests, Incidents, Problems, Change Orders, and Issues.

Propagate Solution from Parent to Child(ren)
When logging a Solution on a Parent ticket, there is an option to push that Solution to all the children. Applies to Requests, Incidents, Problems, and Issues.

Implementation Procedures

Step 1. Download Package

Click Here to download r12 EP1.

Step 2. Add Scripts

Copy the files from the majic directory of this package to $NX_ROOT\site\mods\majic of the Primary Server.

Step 3. Add Triggers

Launch the Schema Designer and add the following Site-Defined Triggers to the tables specified.

Table: alg (Request Activity Log)

POST_VALIDATE zcr_stat_to_child() 111 FILTER((type{-> 'CL'} || type{-> 'RE'} || type{-> 'ST'}) && zset_child_f == 1); POST_VALIDATE zcr_soln_to_child() 121 FILTER(type{-> 'SOLN'} && zset_child_f == 1 );

Table: chgalg (Change Order Activity Log)

POST_VALIDATE zchg_stat_to_child() 111 FILTER((type{-> 'CL'} || type{-> 'CNCL'} || type{-> 'RE'} || type{-> 'ST'}) && zset_child_f == 1);

Table: issalg (Issue Activity Log)

POST_VALIDATE ziss_stat_to_child() 111 FILTER((type{-> 'CL'} || type{-> 'CNCL'} || type{-> 'RE'} || type{-> 'ST'}) && zset_child_f == 1); POST_VALIDATE ziss_soln_to_child() 121 FILTER(type{-> 'SOLN'} && zset_child_f == 1 );

Note: If triggers currently exist for these tables using the sequence numbers provided (111 & 121), then simply use different numbers.

Step 4. Publish Schema Changes

To publish schema changes made in step 3, use the CA supported method which is as follows:

1. File > Save and Publish.
2. Close all the Schema Designer and Web Screen Painter windows.
3. Stop the "CA Service Desk Server" service.
4. Run the "pdm_publish" command from a command prompt.
5. Start the "CA Service Desk Server" service.

Step 5. Add Analyst HTMPL Files

Copy the files from the htmpl directory of this package to $NX_ROOT\site\mods\www\htmpl\web\analyst on ALL the CA Service Desk servers.Note 1: If utilizing Form Groups, ensure these files are placed within the appropriate Form Group folder located within the analyst directory on all of the CA Service Desk servers.Note 2: If these files already exist in the specified destinations, then simply locate the added or modified code clearly identified within the files provided here, and copy the code to the existing files.

Step 6. Add Javascript Files

Copy the files from the script directory of this package to $NX_ROOT\site\mods\www\wwwroot\scripts on ALL the CA Service Desk servers.

Step 7. Add Extract File

Copy usp_web_form.dat from this package to C: of the Primary Server.

Step 8. Load Extract

From a command prompt run "pdm_load -f C:\usp_web_form.dat -i" from the Primary Server.

Step 9. Clear Cache

From a command prompt run the "pdm_webcache" from the Primary Server.

Step 10. Modify Roles

Via the Administration tab, go to Security and Role Management > Role Management > Role List and select the Administrator role.

1. From the Administrator Role Detail, access tab "8. Go Resources".
2. Select the "Update Go Resources" button.
3. On the Web Form Search select the "Search" button.
4. Move the Req/Inc/Prb options to the right and select "OK"

Note 1: Once the Req/Inc/Prb option has been added to the Go Button Search options, feel free to remove the individual Incident, Problem, and Request options.

Note 2: Step 10 should be performed on all Roles where a combined search function is desired.

History

03/20/09 - Updated Read_Me.txt
02/06/09 - Removed gobtn.html and added procedures for adding new Go Button Resources
02/05/09 - Generally available.

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