CA Service Management

I am investigating the feasibility of creating new priorities just for requests, the goal being that the incidents would have their own and the requests would have theirs. Is this possible?  I didn't see an option to do so in the I have seen reference to updating environmental parameters but obviously don't want to do that unless there is someone out there that has done this before with success. 

Jessie, do you mean use non_UI tool such as pdm_load to create a new priority for requests but not incidents? If yes, I would like to point out:

--usually you don't need new priority...doing this could impact some out of box operations like priority caculation

--if you have to create a new priority, then you can just create it and then modify the detail_in.htmpl file change

<PDM_MACRO name=dtlDropdown hdr="Priority" attr=priority evt="onBlur=\\\"detailSyncEditForms(this)\\\"" lookup=no>

to

<PDM_MACRO name=dtlDropdown hdr="Priority" attr=priority evt="onBlur=\\\"detailSyncEditForms(this)\\\"" lookup=no whereclause="sym not like 'the-new-priority-sym%'">

so the incidents can't use this new priority.

Thanks

Chi

Thank you for response! I tried to update the Where Clause and it doesn't seem to work. I did notice that there is no priority symbol column in the cr table it references. I did try to use just priority with the '4' and '5' and it did not work. here is some examples of syntax i tried:

cr.priority NOT LIKE '4', '5'

priority NOT LIKE '4', '5'

and then both with NOT (priority IN ('4','5')

i also tried to spell out the table name using Call_Req instead of cr and it didn't work. Am I missing something?

Thanks,
Jessie

Jessie, I just tried

whereclause="sym not like '4-low%'"

where "4-low" is the sym(symble) of the priority 4 priority

and it worked for me no problem...analysts can't create new incidents with 4-low priority or modify

existing incidents with this priority.

Thanks _Chi

Thank you very much for the information, it is working perfectly!

you helped me tremendously and I have a similar question that we asked here that I quoted your response to:

https://communities.ca.com/thread/241781667-how-can-we-prevent-a-group-from-being-seen-by-other-groups?et=watches.email.outcome

Can this be done for Groups on IN and CR forms as well?

I am thinking this would work for what we want to do with the Group not showing up as an option for Incidents and Requests.

I am not certain where would modify the syntax if it is a required field (before or after "make_required=yes)? Would I put the Where Clause on both lines? would it be whereclause name <> 'Non-ET Change Owners'

<PDM_MACRO name=dtlLookup hdr="Group" attr=group evt="onBlur=\\\"detailSyncEditForms(this)\\\"" make_required=yes>
<PDM_ELSE>
<PDM_MACRO name=dtlLookup hdr="Group" attr=group evt="onBlur=\\\"detailSyncEditForms(this)\\\"">

you can try something like this

<PDM_MACRO name=dtlLookup hdr="Group" attr=group extraurl="ADDITIONAL_WHERE=group.last_name<>'Non-ET Change Owners'" evt="onBlur=\\\"detailSyncEditForms(this)\\\"" make_required=yes>
<PDM_ELSE>
<PDM_MACRO name=dtlLookup hdr="Group" attr=group extraurl="ADDITIONAL_WHERE=group.last_name<>'some-other-group'" evt="onBlur=\\\"detailSyncEditForms(this)\\\"">