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How to Make External_Ticket_System required when Resolution_code==Vendor

  • 1.  How to Make External_Ticket_System required when Resolution_code==Vendor

    Posted Aug 17, 2017 11:07 AM

    We are using CA Service Desk 14.1.



  • 2.  Re: How to Make External_Ticket_System required when Resolution_code==Vendor

    Broadcom Employee
    Posted Aug 17, 2017 11:48 AM

    Hi Kunal,

     

    You may want to check a similar code which you can make use in regards to your requirement

     

         <PDM_IF "$args.resolution_code" == "<id>">

         <PDM_MACRO name=dtlTextbox hdr="External System Ticket" attr=external_system_ticket keeptags=yes make_required="yes">

         <PDM_ELSE>

          <PDM_MACRO name=dtlTextbox hdr="External System Ticket" attr=external_system_ticket keeptags=yes>

         </PDM_IF>

     

    If not then you may want to write a spel code. Below s a sample I noted on other communities

     

    Link: https://communities.ca.com/thread/241753456

    Hope this helps you to get going.

     

    Regards,

    Maheshwar Kusuma



  • 3.  Re: How to Make External_Ticket_System required when Resolution_code==Vendor

    Posted Aug 17, 2017 12:03 PM

    Hi Kunal,  

    Unfortunately this would require some custom code because currently we do not have an "if this, then that" engine that you can apply to a dependency like this.   Some objects like statuses have status transitions which you can add a condition to, but unfortunately for these two fields, there are no triggers.   There maybe someone out here who has gotten something like this to work and may be willing to share their info with you.

    Thanks

    Jon I