CA Service Management

Hi guys,

I would like to know if it is possible to configure that when an employee click to open a new request, the category is already filled on the next form (detail_cr <customer>), is it possible?

I've changed the link to images using this codes below:

<PDM_IF "$prop.guest_user" != "1">
 <PDM_IF "$env.NX_EMPLOYEE_INTF_INCIDENT_SUPPORT" == "Request" || "$env.NX_EMPLOYEE_INTF_INCIDENT_SUPPORT" == "IncidentandRequest">
 <tr>
 <td style="padding-left: 15px;">
 <a href="javascript: has_knowledge_been_checked();"
 class="emp portlet_body_text"
 onmouseover='window.status = "Você deseja solicitar serviços para a SGA ou BDEP?"; return true;'
 onmouseout="window.status = window.defaultStatus; return true;"> <br> <img align="center" src="$CAisd/img/emprestimo.png" style="border:none;"; return true;'></a> </br> </br>
 <PDM_IF "$env.NX_CATALOG_SERVER" != "">
 <span style="padding-left: 30px;">
 <a href="javascript:get_url_for_catalog();"
 class="emp portlet_body_text"
 onmouseover='window.status = "Procurar serviços do catálogo"; return true;'
 onmouseout="window.status = window.defaultStatus; return true;"><img align="center" alt='' src="$CAisd/img/shopping_cart.png"></img>Procurar serviços do catálogo</a>
 </span>
 </PDM_IF>
 </td>
 </tr>
 <script>m_sTicketType = "cr"; </script>
 </PDM_IF>

Hi thiagojoseoliveira,

You can try with a data partition restriction "Default" for call_req table, category=xx.

Also if you need more than one link you can pass a parameter in function has_knowledge_been_checked() and read this inside the function.

Regards

Francisco

1.- the has_knowledge_been_checked calls prompt_for_knowledge_backfill function.

2.- The prompt_for_knowledge_backfill function is stored in cst_fldrtree.js in script folder.

3.- The prompt_for_knowledge_backfill function calls the create_new_ticket function.

4.- in the function create_new_ticket you can preset the category.

Another solution is in detail_cr.htmpl add the following lines

<PDM_SET args.category="pcat:***">

<PDM_SET args.category.sym="category.ss_sym">

Regards

Francisco

Hi my friend,

Thanks for the information. 

I've tried this code, but didn't work;

<a href="javascript: has_knowledge_been_checked();"
class="emp portlet_body_text"
onmouseover='window.status = "Você deseja solicitar serviços para a SGA ou BDEP?"; return true;'
onmouseout="window.status = window.defaultStatus; return true;"> <br> <img align="left" src="$CAisd/img/emprestimo.png" style="border:none;"; return true;'
'PDM_SET args.category="pcat:400370"'>

Hi,

the answer is in your question, you can try to define preset:

PRESET=category:pcat:123456
// where pcat:123456 is persid of decided category

More about presets you can find in admin guide: Supported Server Operations - CA Service Management - 14.1 - CA Technologies Documentation 

Regards,

Timur Alimov

Hi my friend,

Thanks for the information. 

I've tried this code, but didn't work;

<a href="javascript: has_knowledge_been_checked();"
class="emp portlet_body_text"
onmouseover='window.status = "Você deseja solicitar serviços para a SGA ou BDEP?"; return true;'
onmouseout="window.status = window.defaultStatus; return true;"> <br> <img align="left" src="$CAisd/img/emprestimo.png" style="border:none;"; return true;'
'PDM_SET args.category="pcat:400370"'>

Hi Thiago,

After the changes in the HTMPL file, did you clear the browser cache and ran the command - pdm_webcache?

The command is used to clear the cached files from the application to ensure the latest files are taken effect.

Hope this helps.

regards,

Maheshwar Kusuma

Hi my friend,

I use the pdm_webcache for sure.

I tried this code, but didn't work too..

if you're trying to predefine category using PDM_SET you need to update detail_cr form instead.

and as PDM tags are preprocessor they shouldnt appear in DOM viewer...