CA Service Desk Enhancement Standards

Idea created by frank.earnhardt on Aug 24, 2016
    Not planned
    Score1
    • J_W


    Per CA Service Management Release 14.1 Enhancements - CA Service Management - 14.1 - CA Technologies Documentation , an enhancement was made to CA Service Desk that changed the traditional functionally.

    The exact enhancement quote:

    2016-08-24_10-38-19.jpg

    What it did not said:

    This enhancement impacts all contact types including 'Group' and in addition to the message the operation halts under this condition and emails are not sent to sent to anyone even if Group has valid members with proper email addresses.

     

    How it was done:

    The nf.htmpl form was modified to include the following:

    var url=cfgCgi+"?SID="+cfgSID + "+FID=" + fid_generator()+"+OP=SEARCH+FACTORY=cnt+KEEP.IsPopUp=1+KEEP.backfill_field=KEY.combo_name+KEEP.backfill_form=main_form+KEEP.Is3FieldContact=0+KEEP.domset_name=RLIST_STATIC+QBE.EQ.delete_flag=0+QBE.IN.combo_name="+comboname+"+numAutosuggestRecords=10+common_name=email_address"; 

    The work-around per CA Support:

    1. Open nf.htmpl in Web Screen Painter

    2. Identify the following line

     

    var url=cfgCgi+"?SID="+cfgSID + "+FID=" + fid_generator()+"+OP=SEARCH+FACTORY=cnt+KEEP.IsPopUp=1+KEEP.backfill_field=KEY.combo_name+KEEP.backfill_form=main_form+KEEP.Is3FieldContact=0+KEEP.domset_name=RLIST_STATIC+QBE.EQ.delete_flag=0+QBE.IN.combo_name="+comboname+"+numAutosuggestRecords=10+common_name=email_address";

     

    3. Change it to

     

    var url=cfgCgi+"?SID="+cfgSID + "+FID=" + fid_generator()+"+OP=SEARCH+FACTORY=cnt+KEEP.IsPopUp=1+KEEP.backfill_field=KEY.combo_name+KEEP.backfill_form=main_form+KEEP.Is3FieldContact=0+KEEP.domset_name=RLIST_STATIC+QBE.EQ.delete_flag=0+QBE.NE.type=2308+QBE.IN.combo_name="+comboname+"+numAutosuggestRecords=10+common_name=email_address";

     

    4. Save and publish changes.

     

    5. Run the pdm_webcache command and clear web browser cache

     

    Please note that additional parameter QBE.NE.type=2308 has been added to the URL.

     

    This customization should stop verifying email address of a group on Manual Notify page.

     

    The Idea:

    Enhancements should be implemented in a way to allow customer option to decide if enhancement is needed and/or wanted. In this case, adding a new option to allow customers to decide if it makes sense for groups to have an email address.

     

    NX_MANUAL_NOTIFY_CHECK_GROUP=Yes/No (Default=No/Deinstalled)

     

    <PDM_IF "$env.NX_MANUAL_NOTIFY_CHECK_GROUP" == "Yes">

    var url=cfgCgi+"?SID="+cfgSID + "+FID=" + fid_generator()+"+OP=SEARCH+FACTORY=cnt+KEEP.IsPopUp=1+KEEP.backfill_field=KEY.combo_name+KEEP.backfill_form=main_form+KEEP.Is3FieldContact=0+KEEP.domset_name=RLIST_STATIC+QBE.EQ.delete_flag=0+QBE.IN.combo_name="+comboname+"+numAutosuggestRecords=10+common_name=email_address";

    <PDM_ELSE>

    var url=cfgCgi+"?SID="+cfgSID + "+FID=" + fid_generator()+"+OP=SEARCH+FACTORY=cnt+KEEP.IsPopUp=1+KEEP.backfill_field=KEY.combo_name+KEEP.backfill_form=main_form+KEEP.Is3FieldContact=0+KEEP.domset_name=RLIST_STATIC+QBE.EQ.delete_flag=0+QBE.NE.type=2308+QBE.IN.combo_name="+comboname+"+numAutosuggestRecords=10+common_name=email_address";

    </PDM_IF>