CA Service Management

Hi Team,

We have implemented CA SDM 14.1.03 with SQL Server 2008 R2. Whenever a new incident/request page is opened, the value of priority is 0 (None). We want to remove this default priority value.

How it can be implemented?

Kindly provide suggestions.

Thanks & Regards,

Balram Singh Deswal

Hi Balram,

There is a tech doc with steps to do this.

See: How do we remove the "None" priority?

Kind Regards,

Brian

Thanks Brian,

It solved the issue.

Regards,

Balram

Hi Balram,

We cant actaully delete the value because it is used by the priority calculation functionality, however, we do have a tec doc that provides you the steps to disable it, and prevent it from showing as the default value on the detail forms.  Please take a look at this doc and let us know if this helps:

http://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.tec479374.html 

Hope this helps,

Thanks

Jon I.

Thanks Jon,

It solved the issue.

Regards,

Balram

Hi Jon,

I found the web service call getting affected by this. Especially for Incidents the priority depends on Urgency and impact SO, we don't require to set priority in ws calls. but, with this change have to set the priority in WS calls.

without .mod file, default macro property is not working and Request priority has been set as 'NONE' even after making the record inactive in the priority table.

Thank you,

Venkat

You can use the data partition for delete the priority visibility (none)

Regards.

Hi Soporte,

Thanks for your response. Although the approach mentioned in previous comments resolved the issue, I will try to implement it using data partition also.

Regards,

Balram