we required priority level from 1 to 3, none ...instead of 1-5. how we can set priority level 1 to 3 for all access type and contacts.
It is currently not supported to add or remove priority values within CA Service Desk Manager (CA SDM) as it would cause problems with the priority calculation functionality.
These knowledge documents address suppressing display of Priorities, without actually removing them from the Priority table.
How to mask out Priority values in Service Desk
How do I hide CA Service Desk Manager (CA SDM) priority values that my organization does not use?
These cover both supported methods - such as the EmpPrio variable which suppresses display of some Priority values for Employees - and site owned customisations methods such as modification of source code through Web Screen Painter.
Paul's warning about adding or removing rows from the Priority table is bang on though - don't do that.
as per knowledge base i perform the steps .But still priority ,4,5 not hided from all users.
Still visible from 1 to 5 in priority option for all users.
How we can set priority levels from 1 to 3 in "list_cr.htmpl"
I am not sure what you are asking here regarding how to set priority levels from 1 to 3 in list_cr.htmpl. That for is a list form which is used for searching request tickets and showing the results in a list. I am not sure what you mean by "set priority levels" in that form. Can you clarify?
The replies from both Paul and Kyle are correct here. We do not support the removal of priority values, however, the documents provided by Kyle do tell you how to hide them so that end users and/or analysts cannot see the ones that you want to block.
Please review the documents provided and let us know if you have further questions.
You are typically trying to hide the values from the search screen. So the first tech (TEC1213381) mentioned by Kyle seems more appropriate. Have you tried that? If yes, what issues did you face?
also followed same steps mentioned in TECH 1213381. Still Priority 4 and 5 visible for all users.
Did you try using a "view" data partition constraint on the Pri table? You should be able to restrict the priority values that can be viewed by users by using a data partition constraint on the data partition for the roles for which you want to restrict these values.
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