CA Service Management

I want to set custom text while updating Request/Incident tickets (Activities-->Update Status).

Requirement is when analyst will change status from Work in progress to Resolved. Description field will auto populate text e.g. "Enter Resolution details".

Please advise.

Thanks

Sagar

Hi,

performing this customization requires JavaScript basics:

- add event handler before your dropdown macro to make it look like:

detailSetEventHandler("onchange='zChangeDescription(this);'");
<PDM_MACRO name=dtlDropdown ... >

- then create js function to handle status change:

function zChangeDescription(obj) {
     var zDescr = document.main_form.elements["SET.alg.description"];
     if (typeof(obj.value) == "undefined") {
          alert('Cant handle dropdown');
     } else if (typeof(zDescr.value) == "undefined") {
          alert('Cant fetch description area');
     } else {
          if (obj.value == "RE") {
               zDescr.value = "Enter Resolution details";
          } else if (obj.value == "HOLD") {
               zDescr.value = "Enter Hold reason";
          } else {
               // etc
          }
     }
}

Please note that followed code provided as example and wasn't tested.

Regards.

Thank you very much, I am testing and will provide you an update.

I have tested this, detailSetEventHandler is not working.

***************************************************************************************

<PDM_IF "$args.type" == "I">
<PDM_MACRO name=dtlDropdown hdr="New Status" attr=status default="!default_trans_sym!" evt="onBlur=\\\"detailSyncEditForms(this)\\\" onChange=\\\"make_desc_required(this)\\\"" factory=crs_in initial="!default_trans_code!">
<PDM_ELIF "$args.type" == "P">
<PDM_MACRO name=dtlDropdown hdr="New Status" attr=status default="!default_trans_sym!" evt="onBlur=\\\"detailSyncEditForms(this)\\\" onChange=\\\"make_desc_required(this)\\\"" factory=crs_pr initial="!default_trans_code!">
<PDM_ELSE>
//detailSetEventHandler("onChange='zChgDes(this);'");  -----> This is not working
<PDM_MACRO name=dtlDropdown hdr="New SR Status" attr=status default="!default_trans_sym!" evt="onBlur=\\\"detailSyncEditForms(this);\\\" onChange=\\\"zChgDes(this)\\\"" factory=crs_cr initial="!default_trans_code!">
</PDM_IF>

*****************************************************************************************

I have replaced onChange inside <PDM_MACRO> and its working.

Please advise.

Thanks

Sagar

Glad you found working solution!

detailSetEventHandler working in SDM12.7, if you have newer version you can check source codes (detail_form.js) to check compatability with your env.

Thanks it is working fine. This is Service Desk 17.