CA Service Management

hi

I would like to establish at the time of creating a new ticket a default urgency in the interface of employees

is Possible??

Hi Jonathan,

The best way to do this is to use a data partition constraint on a data partition attached to the employee role, in which you can set a default value for a certain field.  In this case you would do it for the default ticket type object - Request for example. You would create a data partition constraint on the Request table such that the impact field defaults to value "x" and urgency to value "y".   The constraint would be added to a data partition which would be tied to the employee role, thus an employee would always have that field defaulted to a value as you specify.

For more information about data partition constraints, take a look at the documentation here: 

Data Partitions - CA Service Management - 14.1 - CA Technologies Documentation 

Hope this helps,

Thanks,

Jon I.

Hi Jonathan,

You may also try to create a sample mod file with this below code :

1) Create a file Name :  urgencytest.MOD  with below code.

 MODIFY cr urgency ON_NEW DEFAULT "2";

2) Save this file under : C:\Program Files (x86)\CA\Service Desk Manager\site\mods\majic

3) Recycle services and check the behavior.

Note: Default value 2 indicate, Urgency value 3.

~Vinod.