SDU - User contributions [en]

Search Requests, Incidents, and Problems Simultaneously for Ticket Number

2012-04-05T21:19:55Z

Bz0rvc: /* Additional Considerations */

__NOTOC__
[[Category:Customizations]]
[[Category:Incidents]]
[[Category:Problems]]
[[Category:Requests]]
[[Category:r11]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides instructions for implementing a customization that will allow searching for an Incident, Request, and Problem ticket number simultaneously via the Go Button Search.

''Notice: This customization does NOT work for r12.''

== Procedures ==
=== Step 1. Create the new factory ===
This step is to create the factory that will allow for searching through all three ticket types.

Create a [[.mod file]] and placing it in the [[$NX_ROOT]]/site/mods/majic directory. Name the [[.mod file|.mod]] anything you like, but it is recommended that it be preceded with a 'z'.
<source lang="javascript">OBJECT cr {
FACTORY zallcrs {
STANDARD_LISTS {
SORT_BY "open_date DESC, id DESC, status, priority DESC, ref_num";
MLIST OFF;
RLIST OFF;
};
FUNCTION_GROUP "call_mgr";
REL_ATTR persistent_id;
COMMON_NAME ref_num;
};
};</source>

=== Step 2. Publish the Schema changes ===
Recycle the Service Desk service.

=== Step 3. Modify gobtn.html ===
For r11.x releases it is recommended that you edit your pages via the [[Web Screen Painter]]. For older releases you must edit the files directly. The default gobtn.html, located in [[$NX_ROOT]]\bopcfg\www\wwwroot\html, must be copied and placed in the [[$NX_ROOT]]\site\mods\www\wwwroot\html directory. Remember to edit the copy, never the original.
 
Search for the '''''if (cfgAccessReqMgr)''''' statement in gobtn.html and add the following:
<source lang="html4strict">html += "<OPTION VALUE='zallcrs.ref_num'>Reqs/Incs/Probs</OPTION>";</source>

=== Step 4. Create a Detail and List page ===
The system expects both a detail and a list file for each factory. To fulfill this requirement we will create a new detail_zallcrs.htmpl and list_zallcrs.htmpl file. To simplify administration of these files, as well as the implementation of this customization, we will put only a single line of code in both files.

'''Entire content of detail_zallcrs.htmpl:'''<source lang="html4strict"><PDM_INCLUDE FILE=detail_cr.htmpl></source>

'''Entire content of list_zallcrs.htmpl:'''<source lang="html4strict"><PDM_INCLUDE FILE=list_cr.htmpl></source>

The PDM_INCLUDE is a redirect function. In both cases we are redirecting to the default Request pages.

Ensure the new files reside in the [[$NX_ROOT]]\site\mods\www\htmpl\web\analyst directory.

=== Step 5. Clear the web cache ===
The final step is to clear Service Desk's cache. The methods vary depending on release.

''For r11.x releases'' publish your changes via the [[Web Screen Painter]]. The process of publishing automatically initiates a [[pdm_webcache]].

''For older releases'' execute [[pdm_webcache]] from a command prompt on the [[Primary Server]]. There is no need to run this command on the [[Secondary Server|Secondary Servers]].

== Additional Considerations ==
You may find that you no longer have a need for the individual Incident, Problem and Request items in the drop-down.

You can remove these one of two ways
A: At the role level detail you can add/remove go resources. Find the appropriate role detail page from the admin tab --> security and role management --> role management --> role list --> role. On the Go Resource tab remove the individual R/I/P items.

B: To remove them, simply comment out the entries as shown below from gobtn.html:
<source lang="javascript">// if ( propIsITIL ) {
// html += "<OPTION VALUE='in.ref_num'>Incident</OPTION>";
// html += "<OPTION VALUE='pr.ref_num'>Problem</OPTION>";
// }
// html += "<OPTION VALUE='cr.ref_num'>Request</OPTION>";</source>

Search Requests, Incidents, and Problems Simultaneously for Ticket Number

2012-04-05T21:19:19Z

Bz0rvc: /* Additional Considerations */

__NOTOC__
[[Category:Customizations]]
[[Category:Incidents]]
[[Category:Problems]]
[[Category:Requests]]
[[Category:r11]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides instructions for implementing a customization that will allow searching for an Incident, Request, and Problem ticket number simultaneously via the Go Button Search.

''Notice: This customization does NOT work for r12.''

== Procedures ==
=== Step 1. Create the new factory ===
This step is to create the factory that will allow for searching through all three ticket types.

Create a [[.mod file]] and placing it in the [[$NX_ROOT]]/site/mods/majic directory. Name the [[.mod file|.mod]] anything you like, but it is recommended that it be preceded with a 'z'.
<source lang="javascript">OBJECT cr {
FACTORY zallcrs {
STANDARD_LISTS {
SORT_BY "open_date DESC, id DESC, status, priority DESC, ref_num";
MLIST OFF;
RLIST OFF;
};
FUNCTION_GROUP "call_mgr";
REL_ATTR persistent_id;
COMMON_NAME ref_num;
};
};</source>

=== Step 2. Publish the Schema changes ===
Recycle the Service Desk service.

=== Step 3. Modify gobtn.html ===
For r11.x releases it is recommended that you edit your pages via the [[Web Screen Painter]]. For older releases you must edit the files directly. The default gobtn.html, located in [[$NX_ROOT]]\bopcfg\www\wwwroot\html, must be copied and placed in the [[$NX_ROOT]]\site\mods\www\wwwroot\html directory. Remember to edit the copy, never the original.
 
Search for the '''''if (cfgAccessReqMgr)''''' statement in gobtn.html and add the following:
<source lang="html4strict">html += "<OPTION VALUE='zallcrs.ref_num'>Reqs/Incs/Probs</OPTION>";</source>

=== Step 4. Create a Detail and List page ===
The system expects both a detail and a list file for each factory. To fulfill this requirement we will create a new detail_zallcrs.htmpl and list_zallcrs.htmpl file. To simplify administration of these files, as well as the implementation of this customization, we will put only a single line of code in both files.

'''Entire content of detail_zallcrs.htmpl:'''<source lang="html4strict"><PDM_INCLUDE FILE=detail_cr.htmpl></source>

'''Entire content of list_zallcrs.htmpl:'''<source lang="html4strict"><PDM_INCLUDE FILE=list_cr.htmpl></source>

The PDM_INCLUDE is a redirect function. In both cases we are redirecting to the default Request pages.

Ensure the new files reside in the [[$NX_ROOT]]\site\mods\www\htmpl\web\analyst directory.

=== Step 5. Clear the web cache ===
The final step is to clear Service Desk's cache. The methods vary depending on release.

''For r11.x releases'' publish your changes via the [[Web Screen Painter]]. The process of publishing automatically initiates a [[pdm_webcache]].

''For older releases'' execute [[pdm_webcache]] from a command prompt on the [[Primary Server]]. There is no need to run this command on the [[Secondary Server|Secondary Servers]].

== Additional Considerations ==
You may find that you no longer have a need for the individual Incident, Problem and Request items in the drop-down.

You can remove these one of two ways
A: At the role level detail you can add/remove go resources. Find the appropriate role detail page from the admin tab --> security and role management --> role management --> role list --> role. On the Go Resource tab remove the individual R/I/P items.
or
B: To remove them, simply comment out the entries as shown below from gobtn.html:
<source lang="javascript">// if ( propIsITIL ) {
// html += "<OPTION VALUE='in.ref_num'>Incident</OPTION>";
// html += "<OPTION VALUE='pr.ref_num'>Problem</OPTION>";
// }
// html += "<OPTION VALUE='cr.ref_num'>Request</OPTION>";</source>

Data Partitions

2011-10-25T17:53:06Z

Bz0rvc: /* Example Constraints */

__NOTOC__
[[Category:Configuration]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
Data Partitions are subsets of the database with restricted access based on their content. A Data Partition restricts access with a defined set of constraints. The Data Partitions are associated with Contacts via their Access Type. For legacy purposes Data Partitions can also be associated with a Contact Record directly, however this is not a recommended method.

== Controlled Tables ==
Constraints can only be created for tables in the Controlled Tables list. There is no GUI supported method of adding tables to the Controlled Tables list, but the process can be achieved via a data load.

Example load:<source lang="text">TABLE Controlled_Table
del desc obj_name sym
{ "0" ,"Activity Log tables" ,"alg" ,"Act_Log" }
{ "0" ,"Change Activity Log tables" ,"chgalg" ,"Change_Act_Log" }
{ "0" ,"Issue Activity Log tables" ,"issalg" ,"Issue_Act_Log" }</source>

== Constraint Types ==
* '''Create''' - New records must satisfy this constraint before a save can be completed.
* '''Defaults''' - Sets default values to be set on an empty field of a new record.
* '''Delete''' - Specifies what records can be deleted by the user.
* '''Pre-update''' - Identifies the records that can be updated by the user. Records not satisfying this constraint can only be view as read-only.
* '''Update''' - Updated records must satisfy this constraint in order to be saved.
* '''View''' - Identifies the records that can be viewed.

== Example Constraints ==
{| style="width:100%;vertical-align:top;" cellpadding="10"
|-
! style="width:15%;" | Table
! style="width:15%;" | Type
! style="width:25%;" | Syntax
! style="width:45%;" | Description
|-valign="top"
| '''Act_Log'''
| Pre-Update
| id = 1
| Prevents the update of Activities in the Request, Incident, and Problem Activity Log.*
|-valign="top"
| '''ca_contact'''
| Pre-Update
| id = @root.id
| Only permit update of your own Contact Record.
|-valign="top"
| '''ca_contact'''
| Pre-Update
| id = U'00'
| Prevent updating of any Contact.
|-valign="top"
| '''ca_contact'''
| View
| last_name NOT LIKE 'KT%'
| Prevent display of any Groups beginning with the letters 'KT'
|-valign="top"
| '''Call_Req'''
| Create
| customer = @root.id
| Allowing only the creation of tickets where you are the End User
|-valign="top"
| '''Call_Req'''
| Default
| type = 'I'
| Create an Incident
|-valign="top"
| '''Call_Req'''
| Default
| category = 'pcat:400001'
| Set a default Request/Incident/Problem Area
|-valign="top"
| '''Call_Req'''
| Default
| group = U'807AEA15E8A2CF4ABF9181CBFEA12899'
| Set a default Group
|-valign="top"
| '''Call_Req'''
| Delete
| id = 1
| Prevent the deletion of any tickets
|-valign="top"
| '''Call_Req'''
| Pre-Update
| customer = @root.id
| Allowing only the updating of tickets where you are the End User
|-valign="top"
| '''Call_Req'''
| View
| customer = @root.id
| Allowing only the viewing of tickets where you are the End User
|-valign="top"
| '''Change_Act_Log'''
| Pre-Update
| id = 1
| Prevents the update of Activities in the CO Activity Log.*
|-valign="top"
| '''Change_Request'''
| Create
| id = 1
| Prevents the creation of a new Change Order
|-valign="top"
| '''Cr_Status'''
| View
| code IN ('ACK','OP','RE','WIP')
| Display a set list of Status Options
|-valign="top"
| '''prob_ctg'''
| View
| sym like 'Application'
| Display only the Application Areas
|-valign="top"
| '''Workflow_Task'''
| Delete
| task != 'APP'
| Prevents the deletion of the Approval task.
|-valign="top"
| '''Workflow_Task'''
| Delete
| status = 'WAIT' OR status = 'PEND'
| Prevents the deletion of completed tasks.
|-valign="top"
| '''Workflow_Task'''
| View
| status != 'SKIP'
| Prevents view of the SKIP status.
|-valign="top"
| '''ca_contact'''
| View
| (last_name NOT LIKE 'Group_Name')
| when we insert the above to access type; that access type wont be able to see the above group name
|-valign="top"
| '''Call_Req'''
| View
| organization is null
| Allowing only the viewing of tickets where the organization is null
|-valign="top"

|}