CA Service Management

Hello,

I need to add Issue request in home.htmpl for employee accounts, I have successfully added Issue request, however I  need to add searching for past Issues.

Any help to include issue searching for employee UI.

Thanks in advance.

Hassan, the following solution is not in the scope of Support but just throw out here for you reference...

1. modify the "employee" role to have the three issue related function accesses to "modify". I think you should have them

   as you already add create issue to this employee home page(assuming it works) but just check to make sure

2. modify the home.htmpl in the site\mods...\employee folder adding the following:

    <tr>
                                            <td style="padding-left: 15px;">
                                                <span class="portlet_body_text">
                                                    <PDM_IF 1>                                        
                                                            <b>An Issue number:</b>
                                                    <PDM_ELSE>
                                                            <b>OR an Issue number:</b>
                                                    </PDM_IF>
                                                </span>
                                <PDM_FORM class=emp name="frmSearchIss" onsubmit="return doSearchIss();">
                                        <input type="hidden" name="OP" value="SEARCH">
                                        <input type="hidden" name="FACTORY" value="iss">
                                        <input type="hidden" name="SKIPLIST" value="1">
                                        <input type="hidden" name="QBE.EQ.ref_num" value="">
                                                                                                  <nobr>
                                        <TABLE>
                                        <TR>
                                        <TD>
                                        <input type="text" id="issnum" name="number" title="Issue Number" onfocus="this.className='focusField';" onblur="this.className='';">
                                        </TD>
                                        <TD>
                                            <SCRIPT>
                                                ImgBtnCreate("btn2", "Go[G]", "javascript: (doSearchIss() == true ? document.forms['frmSearchIss'].submit() : void(0))",true,0,"Go display specified issue");
                                            </SCRIPT>
                                        </TD>
                                        </TR>

save the change

3. make sure you copy/have following files in the site\mods\...\employee folder(if not, copy them from the default analyst folder):

06/01/2016  08:58 PM            20,042 detail_iss.htmpl
01/12/2018  02:46 PM            49,990 home.htmpl
06/01/2016  08:59 PM            16,727 inc_valid_trans.htmpl
10/24/2014  04:32 PM             3,868 isscat_auto_assignment_tab.htmpl
06/01/2016  08:59 PM             8,991 isscat_wftpl_tab.htmpl
06/01/2016  08:59 PM             9,949 issue_status_change.htmpl
10/24/2014  04:32 PM             2,503 iss_accumulate.htmpl
10/24/2014  04:32 PM             2,282 iss_close_all_child.htmpl
10/24/2014  04:32 PM             1,914 iss_custfld_tab.htmpl
10/24/2014  04:32 PM             2,363 iss_expedite.htmpl
10/24/2014  04:32 PM             1,751 iss_lr.htmpl
10/24/2014  04:32 PM             2,462 iss_reliss_tab.htmpl
10/24/2014  04:32 PM             1,475 iss_resol_tab.htmpl
10/24/2014  04:32 PM            14,076 list_iss.htmpl
06/01/2016  08:59 PM            11,718 xx_attmnt_tab.htmpl
10/24/2014  04:33 PM             2,394 xx_candp_tab.htmpl
10/24/2014  04:33 PM            10,209 xx_prop_tab.htmpl
10/24/2014  04:33 PM             3,129 xx_service_outage_tab.htmpl
10/24/2014  04:33 PM            12,030 xx_solnalg_tab.htmpl
06/01/2016  08:59 PM            17,175 xx_stype_tab.htmpl
10/24/2014  04:33 PM             2,934 xx_template_tab.htmpl
06/01/2016  08:59 PM             7,921 xx_wf_tab.htmpl

(ignore the date, size of the files and just make sure you have these files)

4. backup cst_fldrtree.js file in the default \bopcfg\www\wwwroot\scripts folder and then edit it add the following function:

function doSearchIss(){
var f=document.forms["frmSearchIss"];
if(typeof f=="undefined")return false;
var id=f.elements["number"];
var ref_num=f.elements["QBE.EQ.ref_num"];
if(typeof ref_num=="undefined"||typeof id=="undefined")
return false;
if(id.value.length<=0){
alertmsg("You must enter an issue number");
return false;
}
ref_num.value=id.value.replace(/</g,"&lt;");
return true;
}

save your change
5. recycle sdm, clear your browser cache and test

Thanks _Chi

Hello Chen,

Thank you vrey much for yoour help.

I can now search issue request in the employee UI.

Thanks.

Hassan.........

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Hello Hassan,

I noticed you have a Communities post asking the same question for Employee access to view incidents.

Incidents access to employees:
https://communities.ca.com/thread/241790824-include-searching-incidents-in-employee-ui

Issues access to employees:
https://communities.ca.com/thread/241790500-include-issue-search-in-employee-home-ui

I was wondering if you could clarify if these two are related somehow, are meant for the same SDM Implementation, and if so, what is the ultimate objective here? Can you confirm what kind of changes are meant to be placed upon the Employee interface? Are you trying to create some kind of "light" analyst interface?