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How to calculate ticket impact and SLA based on customized field instead of affected_service field?

Question asked by rita_coutinho on Aug 3, 2018
Latest reply on Aug 21, 2018 by frteixeira


We have created a customized field instead of affected_service for requests/incidents/problems (cr object), and now we want to change the behaviour of Service Desk to calculate the impact of the ticket as well as its SLA according to the customized field and not affected_service field.


We have found a javascript function (in apc.js file) which is "calculateImpact()" but have not figured out if this is where we should be looking. There is also a majic file (cm.maj) which mentions impact but it is encrypted.


Any ideas on how to carry out this customization?