How to restrict Contact Types from being entered into specific fields.

Document ID:  TEC1702956
Last Modified Date:  07/07/2017
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Products

  • CA Service Management

Releases

  • CA Service Management:Release:14.1
  • CA Service Management:Release:17.0

Components

  • CA SERVICE MANAGEMENT:SVCMGT
Question:

Is it possible restrict certain contact types such as Analyst or Group from being entered into specific ticket fields in Service Desk?

Environment:
SDM 12.9 SDM 14.1 SDM 17.0
Answer:

First find the form which contains the filed that the restriction should be placed on.

Out of the box forms for Service Desk can be found in the following directory:

NXROOT\bopcfg\www\htmpl

 

Then search for the filed to be updated, for example if the field header is "New Assignee" an entry similar to the text below should be located:

PDM_MACRO name=dtlLookup hdr="New Assignee"

 

To only allow a specific type of contact to be entered on this form, such as Analysts, add the following to this line:

extraURL="KEEP.type.id=2307"

Where "2307" is the Analyst contact type id.

 

 

 

Additional Information:

All of the available contact types can be found on the "ca_contact_type" table.

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