CA Service Management

Hi cummunity

In sdm release 14.1,  I require to remove the options Transfer and Escalete from the next  menú , this  menu displays optiones from a created ticket

If any knows how remove this options from this menu , let me know 

Regards

Hi Christian,

Open up the menubar_sd.htmpl file, or whatever one is used for that role. Find the <pdm_object> tags for the escalate activity. Add a <PDM_IF 0> before the pdm_object tag  and closing </PDM_IF> tag after the </pdm_object> tag. Hopefully that makes sense.  

Hello,

There are two parts to the answer.

The first part, to remove the escalate option from menu context (where you right click on an incident and you could choose "Escalate").  For more information, please see this tech doc:

https://support.ca.com/us/knowledge-base-articles.TEC480053.html

The second part involves going into WSP.  You will need to run WSP and locate the menubar_sd.htmpl or whichever menubar file that corresponds to the role whose menubar you are editing.  After you open menubar_sd.htmpl in WSP, the Menu Designer function, located under the Tools menu in WSP, will be turned on, and will let you modify menu content as needed.