SDU - User contributions [en]

Attachments on Configuration Items r12

2013-10-01T14:36:33Z

Mitcr01: /* The Attachment Tab form */ - fix.

__NOTOC__
[[Category:Configuration Items]]
[[Category:Customizations]]
[[Category:r12]]
{{Global Header}}
{{Global Announcement}}

= Overview =
This article provides instructions for adding attachment capabilities to Configuration Items in CA Service Desk Manager.

''Note: This customization is designed for r12.5 and above versions, providing an implementation of the previous [[Attachments_on_Configuration_Items|Attachments on Configuration Items]] customization. The previous customization is targeted for r11.x and r12.0/r12.1 CA SDM version.''

= Procedures =
== SDM Schema customizations ==
Use the Web Screen Painter to add a new Table in the Schema Designer. The new table should be called '''zlrel_attachment_nrs''' and should have 2 fields:
{| border="1"
|-
! style="width:100px;" | Field name
! style="width:200px;" | Type of Field
|-
| nr
| SREL to 'nr', required
|-
| attmnt
| SREL to 'attmnt', required
|-
|}

Set the Function Group of this new table to "Configuration Item". Save the Schema changes in the Schema Designer and then choose 'File->Save and Publish' from the menu.

In order for the Schema changes to be applied, stop the '''CA Service Desk Manager''' service on the primary server and then execute 'pdm_publish' from a command prompt.

Before starting the '''CA Service Desk Manager''' service, create a new MAJ file in the ''$NX_ROOT/site/mods/majic'' folder, called '''z_nr_cis.maj'''. This file should contain the following lines:
<source lang=text>
////////////////////////////////////////////////////////////////////////
// Factory: attmnt
////////////////////////////////////////////////////////////////////////

OBJECT attmnt {
ATTRIBUTES Attachment {
nrs BREL zlrel_attachment_nrs attmnt { LREL nr; } ;
};
};

////////////////////////////////////////////////////////////////////////
// Factory: nr
////////////////////////////////////////////////////////////////////////

OBJECT nr {
ATTRIBUTES usp_owned_resource SECONDARY {
attachments BREL zlrel_attachment_nrs nr { LREL attmnt; } ;
};
};
</source>
Make sure the file has the .maj extension, otherwise it will not be processed by SDM.

Finally, start the '''CA Service Desk Manager''' service back on and make sure that there are no errors reported in the stdlogs.

==Interface customizations ==
=== Configuration Item detail form ===
Customize the '''cmdbNotebook.htmpl''' form to add a new Tab to the Configuration Item detail form. The form contains the definition of all the Tabs that appear on the Configuration Item detail form, you can just insert the new Tab definition where desired, using the following code:

<source lang="html4strict"> <PDM_MACRO NAME=TAB title="Files" ID=Attachments SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=nr+PERSID=$args.persistent_id+NO_DP=yes"></source>

=== Attachments list form ===
Customize the '''list_attmnt_sd.htmpl''' form by adding lines in 2 places.
'''First''', after the line <source lang="Javascript">document.write('<input type="hidden" name="QBE.EQ.issues.iss.persistent_id" value="$args.QBE.EQ.issues.iss.persistent_id">');</source>
the following code should be added
<source lang="Javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
document.write('<input type="hidden" name="QBE.EQ.nrs.nr.id" value="$args.QBE.EQ.nr_list.nr.id">');
// END Custom
</source>

'''Second''', after the line
<source lang="javascript">
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
</source>
the following code should be added
<source lang="javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// END Custom
</source>
=== The Attachment Tab form ===
Customize the '''xx_attmnt_tab.htmpl''' file.

1. Search for the following code fragment:
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
}
</source>
and replace it with
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
// Custom - enable the Attachments tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// End Custom
}
</source>

2. Towards the end of the file, after
<source lang="javascript">
<PDM_ELIF "$prop.factory" == "iss">
att_tab_url += "+QBE.EQ.issues.iss.persistent_id=$args.persistent_id";
</source>
add the following code:
<source lang="javascript" >
<PDM_ELIF "$prop.factory" == "nr">
att_tab_url += "+QBE.EQ.nrs.nr.id=$args.id";
</source>

=== Clear the SDM web cache ===
Clear the SDM Webengine web cache by executing 'pdm_webcache' in a command prompt on the SD primary server. This will incorporate the interface customizations done in the previous steps and show them in the SDM web client.

Attachments on Configuration Items

2012-12-06T13:06:32Z

Mitcr01: /* Overview */

__NOTOC__
[[Category:Configuration Items]]
[[Category:Customizations]]
[[Category:r11]]
[[Category:r12]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides instructions for adding attachment capabilities to Configuration Items.

''Note: This customization is designed for r11.x and r12.1 versions only. For r12.5 and above use the [[Attachments_on_Configuration_Items_r12|revised version]]''

== Procedures ==
=== Step 1. Modify Schema ===
For ALL releases make your schema change by creating 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'. Take the code you need from the examples below.
<source lang="text">LREL attmnt_lrel "nr:PDM" attachments <> attmnt assets;</source>

=== Step 2. Publish the Schema changes ===
For ALL releases recycle the Service Desk service.

=== Step 3. Edit the detail_nr.htmpl form ===
Add the following code to the BODY of the form in the PDM_NOTEBOOK area (for R12 this modification can be made to cmdbNotebook.htmpl):
''additional extension forms will need to be modified appropriately detail_har_virx.htmpl, detail_har_serx.htmpl,''

<source lang="html4strict"><PDM_TAB ID=attmnt SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=nr+PERSID=$args.persistent_id" NAME="Attachments" height=300></pdm_tab></source>

=== Step 4. Edit the xx_attmnt_tab.htmpl form ===
This step will add "Edit" and "Delete" right-click options if the Inventory Functional Access is granted on the user's Access Type. If this scripting is not added then you will only have the option to view a document.
Search for the following scripting:<source lang="javascript">switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.call_mgr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.issue_mgr:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.change_mgr:0}" - 0; break;
}</source>... and add the following case:<source lang="javascript">
case "nr": attmntAccess = "${ACCESS.inventory:0}" - 0; break;</source>

=== Step 5. Clear the web cache ===
Publish your changes via the [[Web Screen Painter]]. The process of publishing automatically initiates a [[pdm_webcache]].

== NOTICE ==
Be advised that implementing this customization will result in a few ERRORS in the stdlogs, but there has been no reported degradation in functionality.
<source lang="text">kt_daemon 16316 ERROR DomWrap.c 1106 cSelect: failed In method select_sd_ref_num. Error Message: Error 103 AHD03053: Bad where clause: invalid constraint. Could not recognize persistent_id. OUTER_JOIN ca_owned_resource.id = usp_owned_resource.id
kt_daemon 16316 ERROR DomWrap.c 806 Failed to complete reply method: 'select_sd_ref_num' ,BOP Name:'attmnt:400063' in class:'CAttmntLinks', Error:AHD03053: Bad where clause: invalid constraint. Could not recognize persistent_id. OUTER_JOIN ca_owned_resource.id = usp_owned_resource.id
domsrvr 13132 ERROR attr.c 6164 Error in ATTR_INIT trigger get_attached_name for attached_name: AHD03053: Bad where clause: invalid constraint. Could not recognize persistent_id. OUTER_JOIN ca_owned_resource.id = usp_owned_resource.id</source>

Sample Customizations

2012-12-06T13:05:31Z

Mitcr01:

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

== Overview ==
Customizations are regarded as changes to the system that are not supportable by CA.

== List of Customizations ==
[[image:exclaim.gif]][[SDU:SDU r12 EP1|SDU Enhancement Pack 1 for r12]]
*[[Action Macro to Log Solution and Resolve Ticket]]
*[[Add Checkbox, Date, Drop-down, Lookup, Readonly and Text Fields to Properties]]
*[[Add Contact Search to Employee/Customer Interface]]
*[[Add Custom Activity Log Action Macro]]
*[[Add Log Entry for Updates to Custom Fields]]
*[[Add Log Entry When a Property Value Changes on a Ticket]]
*[[Add Personalized Response to Manual Notification]]
*[[Add Posted By to Announcements Page]]
*[[Add Properties Count to Area/Category List]]
*[[Add Ticket and CI Links to Announcements]]
*[[Add Workflow to Employee/Customer Interface]]
*[[Attachments on Configuration Items]] and [[Attachments_on_Configuration_Items_r12|Attachments on Configuration Items for r12.5 and above]]
*[[Attachments on Contacts]]
*[[Auto-fill Fields Left Blank]]
*[[Automatically Attach an Asset/CI to a Change Order or Issue]]
*[[Automatically Remove Attached Events]]
*[[Automatically Set Assignee to Closing Analyst]]
*[[Automatically Set System Generated Activities to Internal]]
*[[Changing Announcements Order By]]
*[[Changing Error Alert Color and adding Error Alert Pop-ups]]
*[[Changing Requests to Incidents]]
*[[Changing Display of Contacts]]
*[[Conditional Display of Drop-Down Content]]
*[[Conditionally Attach an Event]]
*[[Control the Request Areas Displayed to the End Users]]
*[[Count Ticket Reopens]]
*[[Custom Lookup method for TextAPI]]
*[[Displaying the System and User Descriptions in the Activity Log]]
*[[Display Web Site within Service Desk]]
*[[Default Properties Tab on New Ticket Creation]]
*[[Generate Notifications Only for Employee Comments]]
*[[Increasing Default Field Size]]
*[[List Tickets ORDER BY Group]]
*[[Make a Field Conditionally Required]]
*[[Modify Action and Condition Macros via the GUI]]
*[[Only Assignee can Close]]
*[[Prevent Close of Requests/Incidents/Problems if Change Order is Active]]
*[[Prevent Update to Past Activities]]
*[[Propagate Solution to Children]]
*[[Propagate Status to Children]]
*[[Priority and Impact Default to Empty]]
*[[Refresh Customer Info Before Saving the Ticket]]
*[[Remove Second Message on Timeout]]
*[[Remove SLA Violation from Employee View]]
*[[Require a Solution in Order to Resolve]]
*[[Require Assignee to be a Member of the selected Group]]
*[[Search Requests, Incidents, and Problems Simultaneously for Ticket Number]]
*[[Send Notification at Callback Time]]
*[[Send Notification to CI's Attached Contacts]]
*[[Send Survey based on Variables]]
*[[Separate Prefixes for Requests, Incidents, and Problems]]
*[[Set Defaults on Manual Notify]]
*[[Set Priority Based on Urgency and Impact]]
*[[Set Request/Incident/Problem Status from Change Order]]
*[[Set Request/Incident/Problem Status on Dispatch Change]]
*[[Simplified Child Creation]]
*[[Single Sign-on with Cookies]]
*[[EIAM Services dont start on fresh install]]
*[[SPELL CODE to Make ACT / EVT INTERNAL]]
*[[SPELL CODE to to add event at 50% and 75% of the time between schedule_start_time and duration ]]

Attachments on Configuration Items r12

2012-12-06T13:04:00Z

Mitcr01:

__NOTOC__
[[Category:Configuration Items]]
[[Category:Customizations]]
[[Category:r12]]
{{Global Header}}
{{Global Announcement}}

= Overview =
This article provides instructions for adding attachment capabilities to Configuration Items in CA Service Desk Manager.

''Note: This customization is designed for r12.5 and above versions, providing an implementation of the previous [[Attachments_on_Configuration_Items|Attachments on Configuration Items]] customization. The previous customization is targeted for r11.x and r12.0/r12.1 CA SDM version.''

= Procedures =
== SDM Schema customizations ==
Use the Web Screen Painter to add a new Table in the Schema Designer. The new table should be called '''zlrel_attachment_nrs''' and should have 2 fields:
{| border="1"
|-
! style="width:100px;" | Field name
! style="width:200px;" | Type of Field
|-
| nr
| SREL to 'nr', required
|-
| attmnt
| SREL to 'attmnt', required
|-
|}

Set the Function Group of this new table to "Configuration Item". Save the Schema changes in the Schema Designer and then choose 'File->Save and Publish' from the menu.

In order for the Schema changes to be applied, stop the '''CA Service Desk Manager''' service on the primary server and then execute 'pdm_publish' from a command prompt.

Before starting the '''CA Service Desk Manager''' service, create a new MAJ file in the ''$NX_ROOT/site/mods/majic'' folder, called '''z_nr_cis.maj'''. This file should contain the following lines:
<source lang=text>
////////////////////////////////////////////////////////////////////////
// Factory: attmnt
////////////////////////////////////////////////////////////////////////

OBJECT attmnt {
ATTRIBUTES Attachment {
nrs BREL zlrel_attachment_nrs attmnt { LREL nr; } ;
};
};

////////////////////////////////////////////////////////////////////////
// Factory: nr
////////////////////////////////////////////////////////////////////////

OBJECT nr {
ATTRIBUTES usp_owned_resource SECONDARY {
attachments BREL zlrel_attachment_nrs nr { LREL attmnt; } ;
};
};
</source>
Make sure the file has the .maj extension, otherwise it will not be processed by SDM.

Finally, start the '''CA Service Desk Manager''' service back on and make sure that there are no errors reported in the stdlogs.

==Interface customizations ==
=== Configuration Item detail form ===
Customize the '''cmdbNotebook.htmpl''' form to add a new Tab to the Configuration Item detail form. The form contains the definition of all the Tabs that appear on the Configuration Item detail form, you can just insert the new Tab definition where desired, using the following code:

<source lang="html4strict"> <PDM_MACRO NAME=TAB title="Files" ID=Attachments SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=nr+PERSID=$args.persistent_id+NO_DP=yes"></source>

=== Attachments list form ===
Customize the '''list_attmnt_sd.htmpl''' form by adding lines in 2 places.
'''First''', after the line <source lang="Javascript">document.write('<input type="hidden" name="QBE.EQ.issues.iss.persistent_id" value="$args.QBE.EQ.issues.iss.persistent_id">');</source>
the following code should be added
<source lang="Javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
document.write('<input type="hidden" name="QBE.EQ.nrs.nr.id" value="$args.QBE.EQ.nr_list.nr.id">');
// END Custom
</source>

'''Second''', after the line
<source lang="javascript">
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
</source>
the following code should be added
<source lang="javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// END Custom
</source>
=== The Attachment Tab form ===
Customize the '''xx_attmnt_tab.htmpl''' file and search for the following code fragment
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
}
</source>
and replace it with
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
// Custom - enable the Attachments tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// End Custom
}
</source>

=== Clear the SDM web cache ===
Clear the SDM Webengine web cache by executing 'pdm_webcache' in a command prompt on the SD primary server. This will incorporate the interface customizations done in the previous steps and show them in the SDM web client.

Attachments on Configuration Items r12

2012-12-06T13:01:24Z

Mitcr01:

__NOTOC__
[[Category:Configuration Items]]
[[Category:Customizations]]
[[Category:r12]]
{{Global Header}}
{{Global Announcement}}

= Overview =
This article provides instructions for adding attachment capabilities to Configuration Items in CA Service Desk Manager.

''Note: This customization is designed for r12.5 and above versions, providing an implementation of the previous [[Attachments_on_Configuration_Items|Attachments on Configuration Items]] customization. The previous customization is targeted for r11.x and r12.0/r12.1 CA SDM version.''

= Procedures =
== SDM Schema customizations ==
Use the Web Screen Painter to add a new Table in the Schema Designer. The new table should be called '''zlrel_attachment_nrs''' and should have 2 fields:
{| border="1"
|-
! style="width:100px;" | Field name
! style="width:200px;" | Type of Field
|-
| nr
| SREL to 'nr', required
|-
| attmnt
| SREL to 'attmnt', required
|-
|}

Set the Function Group of this new table to "Configuration Item". Save the Schema changes in the Schema Designer and then choose 'File->Save and Publish' from the menu.

In order for the Schema changes to be applied, stop the '''CA Service Desk Manager''' service on the primary server and then execute 'pdm_publish' from a command prompt.

Before starting the '''CA Service Desk Manager''' service, create a new MAJ file in the ''$NX_ROOT/site/mods/majic'' folder, called '''z_nr_cis.maj'''. This file should contain the following lines:
<source lang=text>
////////////////////////////////////////////////////////////////////////
// Factory: attmnt
////////////////////////////////////////////////////////////////////////

OBJECT attmnt {
ATTRIBUTES Attachment {
nrs BREL zlrel_attachment_nrs attmnt { LREL nr; } ;
};
};

////////////////////////////////////////////////////////////////////////
// Factory: nr
////////////////////////////////////////////////////////////////////////

OBJECT nr {
ATTRIBUTES usp_owned_resource SECONDARY {
attachments BREL zlrel_attachment_nrs nr { LREL attmnt; } ;
};
};
</source>
Make sure the file has the .maj extension, otherwise it will not be processed by SDM.

Finally, start the '''CA Service Desk Manager''' service back on and make sure that there are no errors reported in the stdlogs.

==Interface customizations ==
=== Configuration Item detail form ===
Customize the '''cmdbNotebook.htmpl''' form to add a new Tab to the Configuration Item detail form. The form contains the definition of all the Tabs that appear on the Configuration Item detail form, you can just insert the new Tab definition where desired, using the following code:

<source lang="html4strict"> <PDM_MACRO NAME=TAB title="Files" ID=Attachments SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=nr+PERSID=$args.persistent_id+NO_DP=yes"></source>

=== Attachments list form ===
Customize the '''list_attmnt_sd.htmpl''' form by adding lines in 2 places.
'''First''', after the line <source lang="Javascript">document.write('<input type="hidden" name="QBE.EQ.issues.iss.persistent_id" value="$args.QBE.EQ.issues.iss.persistent_id">');</source>
the following code should be added
<source lang="Javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
document.write('<input type="hidden" name="QBE.EQ.nrs.nr.id" value="$args.QBE.EQ.nr_list.nr.id">');
// END Custom
</source>

'''Second''', after the line
<source lang="javascript">
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
</source>
the following code should be added
<source lang="javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// END Custom
</source>

=== The Attachment Tab form ===
Customize the '''xx_attmnt_tab.htmpl''' file and search for the following code fragment
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
}
</source>
and replace it with
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
// Custom - enable the Attachments tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// End Custom
}
</source>

=== Clear the SDM web cache ===
Clear the SDM Webengine web cache by executing 'pdm_webcache' in a command prompt on the SD primary server. This will incorporate the interface customizations done in the previous steps and show them in the SDM web client.

Attachments on Configuration Items r12

2012-12-06T13:00:27Z

Mitcr01:

__NOTOC__
[[Category:Configuration Items]]
[[Category:Customizations]]
[[Category:r12]]
{{Global Header}}
{{Global Announcement}}

= Overview =
This article provides instructions for adding attachment capabilities to Configuration Items in CA Service Desk Manager.

''Note: This customization is designed for r12.5 and above versions, providing an implementation of the previous [[Attachments_on_Configuration_Items|Attachments on Configuration Items]] customization. The previous customization is targeted for r11.x and r12.0/r12.1 CA SDM version.''

= Procedures =
== SDM Schema customizations ==
Use the Web Screen Painter to add a new Table in the Schema Designer. The new table should be called '''zlrel_attachment_nrs''' and should have 2 fields:
{| border="1"
|-
! style="width:100px;" | Field name
! style="width:200px;" | Type of Field
|-
| nr
| SREL to 'nr', required
|-
| attmnt
| SREL to 'attmnt', required
|-
|}

Set the Function Group of this new table to "Configuration Item". Save the Schema changes in the Schema Designer and then choose 'File->Save and Publish' from the menu.

In order for the Schema changes to be applied, stop the '''CA Service Desk Manager''' service on the primary server and then execute 'pdm_publish' from a command prompt.

Before starting the '''CA Service Desk Manager''' service, create a new MAJ file in the ''$NX_ROOT/site/mods/majic'' folder, called '''z_nr_cis.maj'''. This file should contain the following lines:
<source lang=text>
////////////////////////////////////////////////////////////////////////
// Factory: attmnt
////////////////////////////////////////////////////////////////////////

OBJECT attmnt {
ATTRIBUTES Attachment {
nrs BREL zlrel_attachment_nrs attmnt { LREL nr; } ;
};
};

////////////////////////////////////////////////////////////////////////
// Factory: nr
////////////////////////////////////////////////////////////////////////

OBJECT nr {
ATTRIBUTES usp_owned_resource SECONDARY {
attachments BREL zlrel_attachment_nrs nr { LREL attmnt; } ;
};
};
</source>
Make sure the file has the .maj extension, otherwise it will not be processed by SDM.

Finally, start the '''CA Service Desk Manager''' service back on and make sure that there are no errors reported in the stdlogs.

=== Interface customizations ===
==== Configuration Item detail form ====
Customize the '''cmdbNotebook.htmpl''' form to add a new Tab to the Configuration Item detail form. The form contains the definition of all the Tabs that appear on the Configuration Item detail form, you can just insert the new Tab definition where desired, using the following code:

<source lang="html4strict"> <PDM_MACRO NAME=TAB title="Files" ID=Attachments SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=nr+PERSID=$args.persistent_id+NO_DP=yes"></source>

=== Attachments list form ===
Customize the '''list_attmnt_sd.htmpl''' form by adding lines in 2 places.
'''First''', after the line <source lang="Javascript">document.write('<input type="hidden" name="QBE.EQ.issues.iss.persistent_id" value="$args.QBE.EQ.issues.iss.persistent_id">');</source>
the following code should be added
<source lang="Javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
document.write('<input type="hidden" name="QBE.EQ.nrs.nr.id" value="$args.QBE.EQ.nr_list.nr.id">');
// END Custom
</source>

'''Second''', after the line
<source lang="javascript">
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
</source>
the following code should be added
<source lang="javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// END Custom
</source>

==== The Attachment Tab form ====
Customize the '''xx_attmnt_tab.htmpl''' file and search for the following code fragment
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
}
</source>
and replace it with
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
// Custom - enable the Attachments tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// End Custom
}
</source>

=== Clear the SDM web cache ===
Clear the SDM Webengine web cache by executing 'pdm_webcache' in a command prompt on the SD primary server. This will incorporate the interface customizations done in the previous steps and show them in the SDM web client.

Attachments on Configuration Items r12

2012-12-06T12:59:00Z

Mitcr01:

__NOTOC__
[[Category:Configuration Items]]
[[Category:Customizations]]
[[Category:r12]]
{{Global Header}}
{{Global Announcement}}
{{Attachments on Configuration Items, v2}}

== Overview ==
This article provides instructions for adding attachment capabilities to Configuration Items in CA Service Desk Manager.

''Note: This customization is designed for r12.5 and above versions, providing an implementation of the previous [[Attachments_on_Configuration_Items|Attachments on Configuration Items]] customization. The previous customization is targeted for r11.x and r12.0/r12.1 CA SDM version.''

== Procedures ==
=== SDM Schema customizations ===
Use the Web Screen Painter to add a new Table in the Schema Designer. The new table should be called '''zlrel_attachment_nrs''' and should have 2 fields:
{| border="1"
|-
! style="width:100px;" | Field name
! style="width:200px;" | Type of Field
|-
| nr
| SREL to 'nr', required
|-
| attmnt
| SREL to 'attmnt', required
|-
|}

Set the Function Group of this new table to "Configuration Item". Save the Schema changes in the Schema Designer and then choose 'File->Save and Publish' from the menu.

In order for the Schema changes to be applied, stop the '''CA Service Desk Manager''' service on the primary server and then execute 'pdm_publish' from a command prompt.

Before starting the '''CA Service Desk Manager''' service, create a new MAJ file in the ''$NX_ROOT/site/mods/majic'' folder, called '''z_nr_cis.maj'''. This file should contain the following lines:
<source lang=text>
////////////////////////////////////////////////////////////////////////
// Factory: attmnt
////////////////////////////////////////////////////////////////////////

OBJECT attmnt {
ATTRIBUTES Attachment {
nrs BREL zlrel_attachment_nrs attmnt { LREL nr; } ;
};
};

////////////////////////////////////////////////////////////////////////
// Factory: nr
////////////////////////////////////////////////////////////////////////

OBJECT nr {
ATTRIBUTES usp_owned_resource SECONDARY {
attachments BREL zlrel_attachment_nrs nr { LREL attmnt; } ;
};
};
</source>
Make sure the file has the .maj extension, otherwise it will not be processed by SDM.

Finally, start the '''CA Service Desk Manager''' service back on and make sure that there are no errors reported in the stdlogs.

=== Interface customizations ===
==== Configuration Item detail form ====
Customize the '''cmdbNotebook.htmpl''' form to add a new Tab to the Configuration Item detail form. The form contains the definition of all the Tabs that appear on the Configuration Item detail form, you can just insert the new Tab definition where desired, using the following code:

<source lang="html4strict"> <PDM_MACRO NAME=TAB title="Files" ID=Attachments SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=nr+PERSID=$args.persistent_id+NO_DP=yes"></source>

==== Attachments list form ====
Customize the '''list_attmnt_sd.htmpl''' form by adding lines in 2 places.
'''First''', after the line <source lang="Javascript">document.write('<input type="hidden" name="QBE.EQ.issues.iss.persistent_id" value="$args.QBE.EQ.issues.iss.persistent_id">');</source>
the following code should be added
<source lang="Javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
document.write('<input type="hidden" name="QBE.EQ.nrs.nr.id" value="$args.QBE.EQ.nr_list.nr.id">');
// END Custom
</source>

'''Second''', after the line
<source lang="javascript">
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
</source>
the following code should be added
<source lang="javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// END Custom
</source>

==== The Attachment Tab form ====
Customize the '''xx_attmnt_tab.htmpl''' file and search for the following code fragment
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
}
</source>
and replace it with
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
// Custom - enable the Attachments tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// End Custom
}
</source>

==== Clear the SDM web cache ====
Clear the SDM Webengine web cache by executing 'pdm_webcache' in a command prompt on the SD primary server. This will incorporate the interface customizations done in the previous steps and show them in the SDM web client.

Attachments on Configuration Items r12

2012-12-06T12:39:16Z

Mitcr01: /* Configuration Item detail form */

__NOTOC__
[[Category:Configuration Items]]
[[Category:Customizations]]
[[Category:r12]]
{{Global Header}}
{{Global Announcement}}
{{Attachments on Configuration Items, v2}}

== Overview ==
This article provides instructions for adding attachment capabilities to Configuration Items in CA Service Desk Manager.

''Note: This customization is designed for r12.5 and above versions, providing an implementation of the previous [[Attachments_on_Configuration_Items|Attachments on Configuration Items]] customization. The previous customization is targeted for r11.x and r12.0/r12.1 CA SDM version.''

== Procedures ==
=== SDM Schema customizations ===
Use the Web Screen Painter to add a new Table in the Schema Designer. The new table should be called '''zlrel_attachment_nrs''' and should have 2 fields:
{| border="1"
|-
! style="width:100px;" | Field name
! style="width:200px;" | Type of Field
|-
| nr
| SREL to 'nr', required
|-
| attmnt
| SREL to 'attmnt', required
|-
|}

Set the Function Group of this new table to "Configuration Item". Save the Schema changes in the Schema Designer and then choose 'File->Save and Publish' from the menu.

In order for the Schema changes to be applied, stop the '''CA Service Desk Manager''' service on the primary server and then execute 'pdm_publish' from a command prompt.

Before starting the '''CA Service Desk Manager''' service, create a new MAJ file in the ''$NX_ROOT/site/mods/majic'' folder, called z_nr_cis.maj. This file should contain the following lines:
<source lang=SQL>
////////////////////////////////////////////////////////////////////////
// Factory: attmnt
////////////////////////////////////////////////////////////////////////

OBJECT attmnt {
ATTRIBUTES Attachment {
nrs BREL zlrel_attachment_nrs attmnt { LREL nr; } ;
};
};

////////////////////////////////////////////////////////////////////////
// Factory: nr
////////////////////////////////////////////////////////////////////////

OBJECT nr {
ATTRIBUTES usp_owned_resource SECONDARY {
attachments BREL zlrel_attachment_nrs nr { LREL attmnt; } ;
};
};
</source>
Make sure the file has the .maj extension, otherwise it will not be processed by SDM.

Finally, start the '''CA Service Desk Manager''' service back on and make sure that there are no errors reported in the stdlogs.

=== Interface customizations ===
==== Configuration Item detail form ====
Customize the '''cmdbNotebook.htmpl''' form to add a new Tab to the Configuration Item detail form. The form contains the definition of all the Tabs that appear on the Configuration Item detail form, you can just insert the new Tab definition where desired, using the following code:

<source lang="html4strict"> <PDM_MACRO NAME=TAB title="Files" ID=Attachments SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=nr+PERSID=$args.persistent_id+NO_DP=yes"></source>

==== Attachments list form ====
Customize the '''list_attmnt_sd.htmpl''' form by adding lines in 2 places.
'''First''', after the line <source lang="Javascript">document.write('<input type="hidden" name="QBE.EQ.issues.iss.persistent_id" value="$args.QBE.EQ.issues.iss.persistent_id">');</source>
the following code should be added
<source lang="Javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
document.write('<input type="hidden" name="QBE.EQ.nrs.nr.id" value="$args.QBE.EQ.nr_list.nr.id">');
// END Custom
</source>

'''Second''', after the line
<source lang="javascript">
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
</source>
the following code should be added
<source lang="javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// END Custom
</source>

==== The Attachment Tab form ====
Customize the '''xx_attmnt_tab.htmpl''' file and search for the following code fragment
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
}
</source>
and replace it with
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
// Custom - enable the Attachments tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// End Custom
}
</source>

==== Clear the SDM web cache ====
Clear the SDM Webengine web cache by executing 'pdm_webcache' in a command prompt on the SD primary server. This will incorporate the interface customizations done in the previous steps and show them in the SDM web client.

Attachments on Configuration Items r12

2012-12-06T12:38:11Z

Mitcr01: New page: __NOTOC__ Category:Configuration Items Category:Customizations Category:r12 {{Global Header}} {{Global Announcement}} {{Attachments on Configuration Items, v2}} == Overview ==...

__NOTOC__
[[Category:Configuration Items]]
[[Category:Customizations]]
[[Category:r12]]
{{Global Header}}
{{Global Announcement}}
{{Attachments on Configuration Items, v2}}

== Overview ==
This article provides instructions for adding attachment capabilities to Configuration Items in CA Service Desk Manager.

''Note: This customization is designed for r12.5 and above versions, providing an implementation of the previous [[Attachments_on_Configuration_Items|Attachments on Configuration Items]] customization. The previous customization is targeted for r11.x and r12.0/r12.1 CA SDM version.''

== Procedures ==
=== SDM Schema customizations ===
Use the Web Screen Painter to add a new Table in the Schema Designer. The new table should be called '''zlrel_attachment_nrs''' and should have 2 fields:
{| border="1"
|-
! style="width:100px;" | Field name
! style="width:200px;" | Type of Field
|-
| nr
| SREL to 'nr', required
|-
| attmnt
| SREL to 'attmnt', required
|-
|}

Set the Function Group of this new table to "Configuration Item". Save the Schema changes in the Schema Designer and then choose 'File->Save and Publish' from the menu.

In order for the Schema changes to be applied, stop the '''CA Service Desk Manager''' service on the primary server and then execute 'pdm_publish' from a command prompt.

Before starting the '''CA Service Desk Manager''' service, create a new MAJ file in the ''$NX_ROOT/site/mods/majic'' folder, called z_nr_cis.maj. This file should contain the following lines:
<source lang=SQL>
////////////////////////////////////////////////////////////////////////
// Factory: attmnt
////////////////////////////////////////////////////////////////////////

OBJECT attmnt {
ATTRIBUTES Attachment {
nrs BREL zlrel_attachment_nrs attmnt { LREL nr; } ;
};
};

////////////////////////////////////////////////////////////////////////
// Factory: nr
////////////////////////////////////////////////////////////////////////

OBJECT nr {
ATTRIBUTES usp_owned_resource SECONDARY {
attachments BREL zlrel_attachment_nrs nr { LREL attmnt; } ;
};
};
</source>
Make sure the file has the .maj extension, otherwise it will not be processed by SDM.

Finally, start the '''CA Service Desk Manager''' service back on and make sure that there are no errors reported in the stdlogs.

=== Interface customizations ===
==== Configuration Item detail form ====
Customize the '''cmdbNotebook.htmpl''' form to add a new Tab to the Configuration Item detail form. The form contains the definition of all the Tabs that appear on the Configuration Item detail form, you can just insert the new Tab definition where desired, using the following code:

<source lang="html4strict"> <PDM_MACRO NAME = TAB title="Files" ID=Attachments SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=nr+PERSID=$args.persistent_id+NO_DP=yes"></source>

==== Attachments list form ====
Customize the '''list_attmnt_sd.htmpl''' form by adding lines in 2 places.
'''First''', after the line <source lang="Javascript">document.write('<input type="hidden" name="QBE.EQ.issues.iss.persistent_id" value="$args.QBE.EQ.issues.iss.persistent_id">');</source>
the following code should be added
<source lang="Javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
document.write('<input type="hidden" name="QBE.EQ.nrs.nr.id" value="$args.QBE.EQ.nr_list.nr.id">');
// END Custom
</source>

'''Second''', after the line
<source lang="javascript">
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
</source>
the following code should be added
<source lang="javascript">
// Custom - enable the display of Attachments in a Tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// END Custom
</source>

==== The Attachment Tab form ====
Customize the '''xx_attmnt_tab.htmpl''' file and search for the following code fragment
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
}
</source>
and replace it with
<source lang="javascript">
var attmntAccess = 0;
switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.FAC_cr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.FAC_iss:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.FAC_chg:0}" - 0; break;
// Custom - enable the Attachments tab on the Configuration Item detail form
case "nr": attmntAccess = "${ACCESS.FAC_nr:0}" - 0; break;
// End Custom
}
</source>

==== Clear the SDM web cache ====
Clear the SDM Webengine web cache by executing 'pdm_webcache' in a command prompt on the SD primary server. This will incorporate the interface customizations done in the previous steps and show them in the SDM web client.

Spel FAQ

2012-10-23T16:14:18Z

Mitcr01: removed spam link

{{Global Header}}
{{Global Announcement}}

== What is the purpose of group_leader? ==
A group_leader is a ''reservation'' for modifying an object.With a group_leader you can create a new object, modify it, then save it. Without a group_leader you can only modify the content of the object on which the Spel method is executed.

SPELL CODE to Make ACT / EVT INTERNAL

2010-01-31T08:54:49Z

Mitcr01: added a simpler way to accomplish the requirement

The requirement is that whenever an event / activity is performed - e.g. SLA VIOLATION - then that activity should be logged as Internal so that Employees would not be able to view it. If new activities are added - e.g. UPDATE FIELD - to ticket (CR) who's SLA is already violated then log that activity as Internal.
To achieve the above requiremtn I have written two mod and spel files.

# '''MOD File''' (zactint.mod)

MODIFY alg POST_VALIDATE zevt_set() 125 FILTER( EVENT("INSERT")) ;

# '''SPEL File''' (zactint.spl)

<source lang="javascript">
//method zevt_set()
//Sets the EVENT of SDMr12.1 as internal =>1
//author: adi : adi_g001@yahoo.com
//********************************************************

alg::zevt_set( ... ) {
logf(SIGNIFICANT, "SPELL zevt_set %s",type.code);
if(type.code == "EVT")
{
send_wait(0, this, "call_attr", "internal", "set_val", 1,"SURE_SET");
if ( msg_error() ) {
logf(ERROR, "Error initializing object:%s",msg[0]);
return;
}
}
logf(SIGNIFICANT, "SPELL zevt_set %s",internal);
}
</source>

Save the above files in $NXOOT/site/mods/majic folder and bounce the SDMr12.1 services.

--------------------
--[[User:Mitcr01|Mitu]] 01:54, 31 January 2010 (MST)
Of course, it is much simpler to actually mark the 'Event Occured' Activity type as Internal from the Administration ('Notifications->Activity Notifications') and no customization is needed.

SPELL CODE to Make ACT / EVT INTERNAL

2010-01-31T08:51:00Z

Mitcr01: Reformatted the original page

EIAM Services dont start on fresh install

2009-08-23T19:27:55Z

Mitcr01:

'''EIAM does not start on install'''

I had to install Service Desk, Service Catalog and Workflow on a very new image. I started with the install shield and went through the instructions and steps provided for a clean install of all this products. Though I did not recieve any error's while I was doing the install, I still could not get the EIAM services to start. <br>

When I looked at the services on the server, I could see the eTrust Directory services were stopped and would not start when I try manually or through command line. I was not getting enough help from the log's to narrow down the problem. <br>

Finally, not have anywhere to go, I uninstalled all the Unicenter products and rebooted the machine and tried to install again, but this time I was using another User ID logging into the server. [Note: The permissions on both the id's I used were exactly the same and were a part of Administrative Group on the local machine].

'''This time, I was able to successfully install everything and also had the EIAM working, wondering what might be the issue...we noticed that when you install the CA products it does not like the user account to be all numbers. In our environment, and in this particular case, our USER ID to login to the server are 9 digit numbers. EIAM does not like userid to be starting with a number'''

The second time I installed the products again, I used a alpha-numeric userid and everything worked normal.

Thought I will share this with anyone who might have faced a similar issue.

Thanks <br>
AKM

EIAM Services dont start on fresh install

2009-08-23T19:27:41Z

Mitcr01:

'''EIAM does not start on install'''

I had to install Service Desk, Service Catalog and Workflow on a very new image. I started with the install shield and went through the instructions and steps provided for a clean install of all this products. Though I did not recieve any error's while I was doing the install, I still could not get the EIAM services to start. <br>

When I looked at the services on the server, I could see the eTrust Directory services were stopped and would not start when I try manually or through command line. I was not getting enough help from the log's to narrow down the problem. <br>

Finally, not have anywhere to go, I uninstalled all the Unicenter products and rebooted the machine and tried to install again, but this time I was using another User ID logging into the server. [Note: The permissions on both the id's I used were exactly the same and were a part of Administrative Group on the local machine.

'''This time, I was able to successfully install everything and also had the EIAM working, wondering what might be the issue...we noticed that when you install the CA products it does not like the user account to be all numbers. In our environment, and in this particular case, our USER ID to login to the server are 9 digit numbers. EIAM does not like userid to be starting with a number.'''

The second time I installed the products again, I used a alpha-numeric userid and everything worked normal.

Thought I will share this with anyone who might have faced a similar issue.

Thanks <br>
AKM

Calculating the Time when the Service Type is Stopped

2009-05-26T10:47:38Z

Mitcr01: formatting and including the categories, added a table

{{Global Header}}
{{Global Announcement}}

=== Abstract ===
This document describes the procedure followed for calculating the total time a Request was on HOLD status.

=== Schema Customization ===
Add the following custom attributes on the Call_Req table, using the Web Screen Painter:

{|
|-
! style="width:100px;" | Name
! style="width:50px;" | Type
! style="width:100px;" | Default Value
! style="width:400px;" | Comments
|-
| zwait_sec
| Integer
| 0
| This stores the total seconds when the status was on HOLD.
|-
| zwait_flag
| Integer
|
| This is a flag variable which keeps track if the previous status is HOLD
|-
| zwait_time
| Date
|
| This stores the Last time when the status was on HOLD
|-
|}

=== Mod and Spel Customizations ===
Add 2 custom files in the $NXROOT/site/mods/majic folder:

Mod File:
<source lang="text">
MODIFY cr status ON_POST_VAL set_zcrtime () 300 ;
</source>

Spel File:
<source lang="javascript">
cr.status::set_zcrtime(...)
{
int curr_time;
int time_sec;
int wait_time;
int temp_time;

curr_time = (int) now();
wait_time = (int) zwait_time;
time_sec=(int) ztime_sec;

if (status.hold == 1 && status!="RE")
{

zwait_time=now();
zwait_flag=1;
}
if ((status.hold != 1 || Status == "RE") && zwait_flag==1)
{
temp_time = curr_time - wait_time;
zwait_flag =0;
ztime_sec= temp_time + time_sec;

}

return;
}
</source>

[[Category:Customizations]]
[[Category:r11]]
[[Category:Service Desk]]

Relate Issues And Change Orders

2009-05-26T10:31:25Z

Mitcr01: added global header and categories to the page

{{Global Header}}
{{Global Announcement}}

'''Creating a LREL between Changes and Issues'''

= Adding the Cutomization =
==Create a LREL relation between Issue and Change Order ==
# Write a majic file called “lrel1.maj”, in site\mods\majic folder with the following contents:

<source lang="text" >LREL lrel1 iss impacted_iss <> chg impacted_chg;</source>

# Recycle the service
# Verify if these objects have been created properly by giving the commands

::<tt>Bop_sinfo –da chg

::Bop_sinfo –da iss</tt>

We can check the same information in the wsp_schema table from the MDB.
Explanation:

* ''Impacted_iss'' is the Lrel object to the Issue (iss) Table with the Changes related to the Issue.
* ''Impacted_chg'' the Lrel object to the Change (chg) Table with the Issues related to the Change.

== Create a customised htmpl tab page called “chg_iss_tab.htmpl” ==

<source lang="html4strict">
<html lang="en"><HEAD>
<PDM_PRAGMA RELEASE=110>
<PDM_WSP mode=edit factory=chg preview="NBTAB=chg_iss_tab">
<PDM_INCLUDE FILE=styles.htmpl>
<PDM_INCLUDE FILE=std_head.htmpl busy=no>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/sitemods.js"></SCRIPT>
</HEAD>
<BODY>
<PDM_INCLUDE FILE=std_body.htmpl filename="">
<PDM_FORM NAME="frmDTLRO">
<SCRIPT LANGUAGE="JavaScript">
tab_banner("Related Issues List");
docWriteln("<TABLE ID=tbl101 CLASS=tab summary='Issue List Notebook Tab row " + (_dtl.rowNum + 1) + "'>");
docWriteln("<TR>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Ref#</TH>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Status</TH>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Description</TH>");
docWriteln("</TR>");
<PDM_IF $args.impacted_chg.length == 0 >
<PDM_MACRO NAME=dtlStartRow>
docWriteln("<TD ALIGN=middle class=detailro>");
docWriteln("No Issue Attached");
docWriteln("</TD>");
<PDM_MACRO NAME=dtlEndTable>
<PDM_ELSE>
var counter=0;
<PDM_LIST SOURCE=args.impacted_chg>
var sClass;
if(counter%2)
sClass = "results1";
else
sClass = "results0";
counter++;
var strHTML="<TR class=" + sClass + ">";

docWriteln(strHTML);

docWriteln("<TD VALIGN=TOP class=detailroTab>");
var start_a_tag = "<A" + detailNextID(true) +
" HREF=\"javascript:showDetailWithPersid('" +
'<PDM_FMT ESC_STYLE=C>$args.impacted_chg.persistent_id</PDM_FMT>' +
"')\">";
var ecsaped_name=<PDM_FMT ESC_STYLE=C>"$args.impacted_chg.ref_num"</PDM_FMT>;
end_a_tag="</A>";
docWriteln(start_a_tag+ecsaped_name+end_a_tag);
docWriteln("</TD>");
docWriteln('<TD VALIGN=TOP class=detailroTab><PDM_FMT ESC_STYLE=C PAD=NO>$args.impacted_chg.status.sym</PDM_FMT></TD>');
docWriteln('<TD VALIGN=TOP class=detailroTab><PDM_FMT ESC_STYLE=C PAD=NO>$args.impacted_chg.description</PDM_FMT></TD>');
docWriteln("</TR>");
</PDM_LIST>
</PDM_IF>
docWriteln("</TABLE>");
</SCRIPT>
</PDM_FORM>
</BODY>
</HTML>
<PDM_IF 0>
</source>
== Modifications to 'detail_chg.htmpl' ==
Create a button to attach Issues
<source lang="JavaScript">
ImgBtnCreate("UPDATE_LREL", "Attach Issues", "update_lrel('chg', '$args.persistent_id', 'iss', 'impacted_chg', 'Issues', msgtext(211), '')", true, 0);
</source>

Include a tab called “Related Issues” in the Change page (detail_chg.htmpl):
<source lang="JavaScript">
<PDM_TAB ID=rel FILE="chg_iss_tab.htmpl" NAME="Related Issues">
</source>

== Modifications to 'list_iss.htmpl' ==
Add the below line
<source lang="JavaScript">
<PDM_IF "$args.KEEP.ForLrel" == "1">
document.writeln('<INPUT TYPE=hidden NAME=HTMPL VALUE=update_lrel_iss.htmpl>');
</PDM_IF>
</source>
After the line
<source lang="JavaScript">
<PDM_IF "$args.KEEP.Forchild" == "1">
document.writeln('<INPUT TYPE=hidden NAME=HTMPL VALUE=update_lrel_iss.htmpl>');
</PDM_IF>
</source>

Explanation:

This is added so that when we search for the Issues to be attached to the current Change Request the search page will not go to the default list page but go to the ''update_lrel_iss.htmpl'' page.

'''Note: Follow the above 3 points (1.2 through 1.4) with the object Iss (Issue) also''':

# Create a new ''iss_chg_tab.htmpl'' using the same code, but change Iss to Chg and vice-versa. Make sure you use 'impacted_iss' instead of 'impacted_chg' as the source of the list.
# Create a button to attach Changes and include the 'Related Changes' tab (iss_chg_tab.htmpl) to the detail_iss.htmpl page, using the same code, but also change Chg to Iss and the other way around.
# Modify 'list_chg.htmpl' and add the needed line (see 1.4), substituting ''update_lrel_iss.htmpl'' with ''update_lrel_chg.htmpl''.

= How to use the Customization =

After logging in the Service Desk web interface, open a Change Order:
[[Image:detail_chg.jpg|480px|center|frame]]

When you click on 'Attach Issues' the search filter for Issues will be shown:
[[Image:Attach_Issues.jpg|280px|center|frame]]

Click Search and you'll get a list of Issues
[[Image:search.jpg|480px|center|frame]]

Add the Tickets that needs to be attached and then see the tab “Issues” to find all the attached Issues to the current Change Order
[[Image:Final.jpg|480px|center|frame]]

[[Category:Customizations]]
[[Category:r11]]
[[Category:Service Desk]]

Relate Issues And Change Orders

2009-05-25T17:26:07Z

Mitcr01:

'''Creating a LREL between Changes and Issues'''

= Adding the Cutomization =
==Create a LREL relation between Issue and Change Order ==
# Write a majic file called “lrel1.maj”, in site\mods\majic folder with the following contents:

<source lang="text" >LREL lrel1 iss impacted_iss <> chg impacted_chg;</source>

# Recycle the service
# Verify if these objects have been created properly by giving the commands

::<tt>Bop_sinfo –da chg

::Bop_sinfo –da iss</tt>

We can check the same information in the wsp_schema table from the MDB.
Explanation:

* ''Impacted_iss'' is the Lrel object to the Issue (iss) Table with the Changes related to the Issue.
* ''Impacted_chg'' the Lrel object to the Change (chg) Table with the Issues related to the Change.

== Create a customised htmpl tab page called “chg_iss_tab.htmpl” ==

<source lang="html4strict">
<html lang="en"><HEAD>
<PDM_PRAGMA RELEASE=110>
<PDM_WSP mode=edit factory=chg preview="NBTAB=chg_iss_tab">
<PDM_INCLUDE FILE=styles.htmpl>
<PDM_INCLUDE FILE=std_head.htmpl busy=no>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/sitemods.js"></SCRIPT>
</HEAD>
<BODY>
<PDM_INCLUDE FILE=std_body.htmpl filename="">
<PDM_FORM NAME="frmDTLRO">
<SCRIPT LANGUAGE="JavaScript">
tab_banner("Related Issues List");
docWriteln("<TABLE ID=tbl101 CLASS=tab summary='Issue List Notebook Tab row " + (_dtl.rowNum + 1) + "'>");
docWriteln("<TR>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Ref#</TH>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Status</TH>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Description</TH>");
docWriteln("</TR>");
<PDM_IF $args.impacted_chg.length == 0 >
<PDM_MACRO NAME=dtlStartRow>
docWriteln("<TD ALIGN=middle class=detailro>");
docWriteln("No Issue Attached");
docWriteln("</TD>");
<PDM_MACRO NAME=dtlEndTable>
<PDM_ELSE>
var counter=0;
<PDM_LIST SOURCE=args.impacted_chg>
var sClass;
if(counter%2)
sClass = "results1";
else
sClass = "results0";
counter++;
var strHTML="<TR class=" + sClass + ">";

docWriteln(strHTML);

docWriteln("<TD VALIGN=TOP class=detailroTab>");
var start_a_tag = "<A" + detailNextID(true) +
" HREF=\"javascript:showDetailWithPersid('" +
'<PDM_FMT ESC_STYLE=C>$args.impacted_chg.persistent_id</PDM_FMT>' +
"')\">";
var ecsaped_name=<PDM_FMT ESC_STYLE=C>"$args.impacted_chg.ref_num"</PDM_FMT>;
end_a_tag="</A>";
docWriteln(start_a_tag+ecsaped_name+end_a_tag);
docWriteln("</TD>");
docWriteln('<TD VALIGN=TOP class=detailroTab><PDM_FMT ESC_STYLE=C PAD=NO>$args.impacted_chg.status.sym</PDM_FMT></TD>');
docWriteln('<TD VALIGN=TOP class=detailroTab><PDM_FMT ESC_STYLE=C PAD=NO>$args.impacted_chg.description</PDM_FMT></TD>');
docWriteln("</TR>");
</PDM_LIST>
</PDM_IF>
docWriteln("</TABLE>");
</SCRIPT>
</PDM_FORM>
</BODY>
</HTML>
<PDM_IF 0>
</source>
== Modifications to 'detail_chg.htmpl' ==
Create a button to attach Issues
<source lang="JavaScript">
ImgBtnCreate("UPDATE_LREL", "Attach Issues", "update_lrel('chg', '$args.persistent_id', 'iss', 'impacted_chg', 'Issues', msgtext(211), '')", true, 0);
</source>

Include a tab called “Related Issues” in the Change page (detail_chg.htmpl):
<source lang="JavaScript">
<PDM_TAB ID=rel FILE="chg_iss_tab.htmpl" NAME="Related Issues">
</source>

== Modifications to 'list_iss.htmpl' ==
Add the below line
<source lang="JavaScript">
<PDM_IF "$args.KEEP.ForLrel" == "1">
document.writeln('<INPUT TYPE=hidden NAME=HTMPL VALUE=update_lrel_iss.htmpl>');
</PDM_IF>
</source>
After the line
<source lang="JavaScript">
<PDM_IF "$args.KEEP.Forchild" == "1">
document.writeln('<INPUT TYPE=hidden NAME=HTMPL VALUE=update_lrel_iss.htmpl>');
</PDM_IF>
</source>

Explanation:

This is added so that when we search for the Issues to be attached to the current Change Request the search page will not go to the default list page but go to the ''update_lrel_iss.htmpl'' page.

'''Note: Follow the above 3 points (1.2 through 1.4) with the object Iss (Issue) also''':

# Create a new ''iss_chg_tab.htmpl'' using the same code, but change Iss to Chg and vice-versa. Make sure you use 'impacted_iss' instead of 'impacted_chg' as the source of the list.
# Create a button to attach Changes and include the 'Related Changes' tab (iss_chg_tab.htmpl) to the detail_iss.htmpl page, using the same code, but also change Chg to Iss and the other way around.
# Modify 'list_chg.htmpl' and add the needed line (see 1.4), substituting ''update_lrel_iss.htmpl'' with ''update_lrel_chg.htmpl''.

= How to use the Customization =

After logging in the Service Desk web interface, open a Change Order:
[[Image:detail_chg.jpg|480px|center|frame]]

When you click on 'Attach Issues' the search filter for Issues will be shown:
[[Image:Attach_Issues.jpg|280px|center|frame]]

Click Search and you'll get a list of Issues
[[Image:search.jpg|480px|center|frame]]

Add the Tickets that needs to be attached and then see the tab “Issues” to find all the attached Issues to the current Change Order
[[Image:Final.jpg|480px|center|frame]]

Relate Issues And Change Orders

2009-05-25T13:43:13Z

Mitcr01: added some formatting and code tags. Made the images resizable.

'''Creating a LREL between Changes and Issues'''

= Adding the Cutomization =
==Create a LREL relation between Issue and Change Order ==
# Write a majic file called “lrel1.maj”, in site\mods\majic folder with the following contents:

<source lang="text" >LREL lrel1 iss impacted_iss <> chg impacted_chg;</source>

# Recycle the service
# Verify if these objects have been created properly by giving the commands

<tt>Bop_sinfo –da chg </tt>

<tt>Bop_sinfo –da iss</tt>

We can check the same information in the wsp_schema table from the MDB.
Explanation:

* ''Impacted_iss'' is the Lrel object to the Issue Table
* ''Impacted_chg'' the Lrel object to the chg Table

== Create a customised htmpl tab page called “Chg_iss_tab.htmpl” ==

<source lang="html4strict">
<html lang="en"><HEAD>
<PDM_PRAGMA RELEASE=110>
<PDM_WSP mode=edit factory=chg preview="NBTAB=chg_iss_tab">
<PDM_INCLUDE FILE=styles.htmpl>
<PDM_INCLUDE FILE=std_head.htmpl busy=no>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/sitemods.js"></SCRIPT>
</HEAD>
<BODY>
<PDM_INCLUDE FILE=std_body.htmpl filename="">
<PDM_FORM NAME="frmDTLRO">
<SCRIPT LANGUAGE="JavaScript">
tab_banner("Related Issues List");
docWriteln("<TABLE ID=tbl101 CLASS=tab summary='Issue List Notebook Tab row " + (_dtl.rowNum + 1) + "'>");
docWriteln("<TR>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Ref#</TH>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Status</TH>");
docWriteln("<th scope=col ALIGN=LEFT class=results>Description</TH>");
docWriteln("</TR>");
<PDM_IF $args.impacted_chg.length == 0 >
<PDM_MACRO NAME=dtlStartRow>
docWriteln("<TD ALIGN=middle class=detailro>");
docWriteln("No Issue Attached");
docWriteln("</TD>");
<PDM_MACRO NAME=dtlEndTable>
<PDM_ELSE>
var counter=0;
<PDM_LIST SOURCE=args.impacted_chg>
var sClass;
if(counter%2)
sClass = "results1";
else
sClass = "results0";
counter++;
var strHTML="<TR class=" + sClass + ">";

docWriteln(strHTML);

docWriteln("<TD VALIGN=TOP class=detailroTab>");
var start_a_tag = "<A" + detailNextID(true) +
" HREF=\"javascript:showDetailWithPersid('" +
'<PDM_FMT ESC_STYLE=C>$args.impacted_chg.persistent_id</PDM_FMT>' +
"')\">";
var ecsaped_name=<PDM_FMT ESC_STYLE=C>"$args.impacted_chg.ref_num"</PDM_FMT>;
end_a_tag="</A>";
docWriteln(start_a_tag+ecsaped_name+end_a_tag);
docWriteln("</TD>");
docWriteln('<TD VALIGN=TOP class=detailroTab><PDM_FMT ESC_STYLE=C PAD=NO>$args.impacted_chg.status.sym</PDM_FMT></TD>');
docWriteln('<TD VALIGN=TOP class=detailroTab><PDM_FMT ESC_STYLE=C PAD=NO>$args.impacted_chg.description</PDM_FMT></TD>');
docWriteln("</TR>");
</PDM_LIST>
</PDM_IF>
docWriteln("</TABLE>");
</SCRIPT>
</PDM_FORM>
</BODY>
</HTML>
<PDM_IF 0>
</source>
== Modifications to 'detail_chg.htmpl' ==
Create a button to attach issues
<source lang="JavaScript">
ImgBtnCreate("UPDATE_LREL", "Attach Issues", "update_lrel('chg', '$args.persistent_id', 'iss', 'impacted_chg', 'Issues', msgtext(211), '')", true, 0);
</source>

Include a Tab called “Related Issues”
<source lang="JavaScript">
<PDM_TAB ID=rel FILE="chg_iss_tab.htmpl" NAME="Related Issues">
</source>

== Modifications to 'list_iss.htmpl' ==
Add the Below line
<source lang="JavaScript">
<PDM_IF "$args.KEEP.ForLrel" == "1">
document.writeln('<INPUT TYPE=hidden NAME=HTMPL VALUE=update_lrel_iss.htmpl>');
</PDM_IF>
</source>
After the line
<source lang="JavaScript">
<PDM_IF "$args.KEEP.Forchild" == "1">
document.writeln('<INPUT TYPE=hidden NAME=HTMPL VALUE=update_lrel_iss.htmpl>');
</PDM_IF>
</source>

Explanation:

This is added so that when we search for the Issues to be attached to the current Change Request the search page will not go to the default list page but go to the update_lrel_iss page.

'''Note: Follow the above 4 points with the object Iss(Issue) also'''

= How to use the Customization =

After logging in the Service Desk web interface, open a Change Order:
[[Image:detail_chg.jpg|480px|center|frame]]

When you click on 'Attach Issues' the search filter for Issues will be shown:
[[Image:Attach_Issues.jpg|280px|center|frame]]

Click Search and you'll get a list of Issues
[[Image:search.jpg|480px|center|frame]]

Add the Tickets that needs to be attached and then see the tab “Issues” to find all the attached Issues to the current Change Order
[[Image:Final.jpg|480px|center|frame]]

SDU:SDU r12 EP1

2009-02-06T19:04:21Z

Mitcr01: moved the c:\ in front of the file

__NOTOC__
<font size="3" color="green">Please click the ''discussion tab'' above and provide us with your feedback regarding the Enhancement Pack.</font>
<br><br>
----
<br>
Available exclusively from SDU is Enhancement Pack 1 (EP1) for CA Service Desk r12. EP1 contains 5 commonly implemented customizations focusing on improving technician efficiencies.

== List of Enhancements ==

'''Consolidated Request, Incident, & Problem Gobtn Search'''<br>
Simplifies finding the proper ticket when all you know is the number. Applies to Requests, Incident, and Problems.

'''Change Requests to Incidents (or Incidents to Requests)'''<br>
Adds the ability to change a Request to an Incident (or vice versa) eliminating the need to create duplicate tickets. Applies to Requests and Incidents, but can be added to Problems with slight modification.

'''Create Child button'''<br>
Expedites the child creation process by copying most of the values from the Parent and automatically attaching the two tickets. Applies to Requests, Incidents, Problems, Change Orders, and Issues.

'''Propagate Status from Parent to Child(ren)'''<br>
When the Status is being set on a Parent ticket, there is an option to push that Status to all the children. Applies to Requests, Incidents, Problems, Change Orders, and Issues.

'''Propagate Solution from Parent to Child(ren)'''<br>
When logging a Solution on a Parent ticket, there is an option to push that Solution to all the children. Applies to Requests, Incidents, Problems, and Issues.

== Implementation Procedures ==

=== Step 1. Download Package===
[[media:SDU_r12_EP1.zip|Click Here]] to download r12 EP1.

=== Step 2. Add Scripts ===
Copy the files from the majic directory of this package to $NX_ROOT\site\mods\majic of the Primary Server.

=== Step 3. Add Triggers ===
Launch the Schema Designer and add the following Site-Defined Triggers to the tables specified.

'''Table: alg (Request Activity Log)'''
<source lang="javascript">POST_VALIDATE zcr_stat_to_child() 111 FILTER((type{-> 'CL'} || type{-> 'RE'} || type{-> 'ST'}) && zset_child_f == 1);
POST_VALIDATE zcr_soln_to_child() 121 FILTER(type{-> 'SOLN'} && zset_child_f == 1 );</source>

'''Table: chgalg (Change Order Activity Log)'''
<source lang="javascript">POST_VALIDATE zchg_stat_to_child() 111 FILTER((type{-> 'CL'} || type{-> 'CNCL'} || type{-> 'RE'} || type{-> 'ST'}) && zset_child_f == 1);</source>

'''Table: issalg (Issue Activity Log)'''
<source lang="javascript">POST_VALIDATE ziss_stat_to_child() 111 FILTER((type{-> 'CL'} || type{-> 'CNCL'} || type{-> 'RE'} || type{-> 'ST'}) && zset_child_f == 1);
POST_VALIDATE ziss_soln_to_child() 121 FILTER(type{-> 'SOLN'} && zset_child_f == 1 );</source>

''Note: If triggers currently exist for these tables using the sequence numbers provided (111 & 121), then simply use different numbers.''

=== Step 4. Publish Schema Changes ===
To publish schema changes made in step 3, use the CA supported method which is as follows:<br>
#File > Save and Publish.<br>
#Close all the Schema Designer and Web Screen Painter windows.<br>
#Stop the "CA Service Desk Server" service.<br>
#Run the "pdm_publish" command from a command prompt.<br>
#Start the "CA Service Desk Server" service.<br>

=== Step 5. Add Analyst HTMPL Files ===
Copy the files from the htmpl directory of this package to $NX_ROOT\site\mods\www\htmpl\web\analyst on ALL the CA Service Desk servers.

''Note 1: If utilizing Form Groups, ensure these files are placed within the appropriate Form Group folder located within the analyst directory on all of the CA Service Desk servers.''

''Note 2: If these files already exist in the specified destinations, then simply locate the added or modified code clearly identified within the files provided here, and copy the code to the existing files.''

=== Step 6. Add Javascript Files ===
Copy the files from the script directory of this package to $NX_ROOT\site\mods\www\wwwroot\scripts on ALL the CA Service Desk servers.

=== Step 7. Add Extract File ===
Copy usp_web_form.dat from this package to C: of the Primary Server.

=== Step 8. Load Extract ===
From a command prompt run "pdm_load -f C:\usp_web_form.dat -i" from the Primary Server.

=== Step 9. Clear Cache ===
From a command prompt run the "C:\pdm_webcache" from the Primary Server.

=== Step 10. Modify Roles ===
Via the Administration tab, go to Security and Role Management > Role Management > Role List and select the Administrator role.
#From the Administrator Role Detail, access tab "8. Go Resources".
#Select the "Update Go Resources" button.
#On the Web Form Search select the "Search" button.
#Move the Req/Inc/Prb options to the right and select "OK"

''Note 1: Once the Req/Inc/Prb option has been added to the Go Button Search options, feel free to remove the individual Incident, Problem, and Request options.''

''Note 2: Step 10 should be performed on all Roles where a combined search function is desired.''

== History ==
02/06/09 - Removed gobtn.html and added procedures for adding new Go Button Resources<br>
02/05/09 - Generally available.<br>
<br><br>
----
<br>
<font size="3" color="green">Please click the ''discussion tab'' above and provide us with your feedback regarding the Enhancement Pack.</font>

Integrating Service Desk with CA SPECTRUM

2009-01-25T14:54:26Z

Mitcr01:

There is a straightforward installation procedure out of the box which will create tickets when Spectrum detects an incident. For more informaton about Spectrum please see the [http://www.dachsug.ch/wiki/index.php/ServiceDesk_integration Spectrum/eHealth Wiki] <br>
[[User:Jabba 71|Jabba_71]] 22:44, 2 December 2008 (MST)

Spectrum integration with Service Desk is supported by CA with an integration module and it is detailed in the Spectrum documentation (or the Service Desk integrations [https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/common/greenbooks.html Green Book]. The integration provides:
* Creating a Service Desk Request/Incident/Problem from a Spectrum Alarm (Spectrum 8.1 and 9). After the ticket is created in Service Desk, a bidirectional correspondence is in place: when the Alarm in Spectrum gets reassigned or cleared, the status is transmitted in Service Desk and vice-versa, when the ticket is Closed in Service Desk the Alarm gets cleared in Spectrum.
:Tickets can be created automatically by Spectrum (based on the Alarm type) or manually from each Alarm.
* Synchronizing Spectrum models with Service Desk Configuration Items (Spectrum 9 only). This is a new concept in version 9 of Spectrum, a step towards integrating the Spectrum discovered network devices with the MDB asset data.
[[User:Mitcr01|Mitcr01]] 07:51, 25 January 2009 (MST)

Integrating Service Desk with CA SPECTRUM

2009-01-25T14:54:10Z

Mitcr01:

There is a straightforward installation procedure out of the box which will create tickets when Spectrum detects an incident. For more informaton about Spectrum please see the [http://www.dachsug.ch/wiki/index.php/ServiceDesk_integration Spectrum/eHealth Wiki] <br>
[[User:Jabba 71|Jabba_71]] 22:44, 2 December 2008 (MST)

Spectrum integration with Service Desk is supported by CA with an integration module and it is detailed in the Spectrum documentation (or the Service Desk integrations [https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/common/greenbooks.html Green Book]. The integration provides:
* Creating a Service Desk Request/Incident/Problem from a Spectrum Alarm (Spectrum 8.1 and 9). After the ticket is created in Service Desk, a bidirectional correspondence is in place: when the Alarm in Spectrum gets reassigned or cleared, the status is transmitted in Service Desk and vice-versa, when the ticket is Closed in Service Desk the Alarm gets cleared in Spectrum.
:Tickets can be created automatically by Spectrum (based on the Alarm type) or manually from each Alarm.
* Synchronizing Spectrum models with Service Desk Configuration Items (Spectrum 9 only). This is a new concept in version 9 of Spectrum, a step towards integrating the Spectrum discovered network devices with the MDB asset data.
--[[User:Mitcr01|Mitcr01]] 07:51, 25 January 2009 (MST)

Integrating Service Desk with CA SPECTRUM

2009-01-25T14:51:48Z

Mitcr01: detailed what the integration provides and the new asset (CI) integration provided by version 9

There is a straightforward installation procedure out of the box which will create tickets when Spectrum detects an incident. For more informaton about Spectrum please see the [http://www.dachsug.ch/wiki/index.php/ServiceDesk_integration Spectrum/eHealth Wiki] <br>
[[User:Jabba 71|Jabba_71]] 22:44, 2 December 2008 (MST)

Spectrum integration with Service Desk is supported by CA with an integration module and it is detailed in the Spectrum documentation (or the Service Desk integrations [https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/common/greenbooks.html Green Book]. The integration provides:
* Creating a Service Desk Request/Incident/Problem from a Spectrum Alarm (Spectrum 8.1 and 9). After the ticket is created in Service Desk, a bidirectional correspondence is in place: when the Alarm in Spectrum gets reassigned or cleared, the status is transmitted in Service Desk and vice-versa, when the ticket is Closed in Service Desk the Alarm gets cleared in Spectrum. Tickets can be created automatically by Spectrum (based on the Alarm type) or manually from each Alarm.
* Synchronizing Spectrum models with Service Desk Configuration Items (Spectrum 9 only). This is a new concept in version 9 of Spectrum, a step towards integrating the Spectrum discovered network devices with the MDB asset data.
--[[User:Mitcr01|Mitcr01]] 07:51, 25 January 2009 (MST)

Maileater

2009-01-14T18:41:14Z

Mitcr01: /* Enabling maileater */

__NOTOC__
[[Category:Configuration]]
[[Category:Integration]]
[[Category:r6]]
[[Category:r11]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides details about the maileater functionality. Maileater is a legacy feature used to create and update tickets via an email. It is very limited in its flexibilities and is best for automated ticket creation by enterprise systems that are not web services capabilities. Although it is an aged and outdated practice, many company's rely on email as a source for ticket generation, and thus rely on maileater to automate ticket creation.

== How it Works ==
Once enabled, Maileater will access the specified email inbox via POP3 or IMAP. All emails in the inbox are processed. Emails that are properly configured and contain the required information will generate new tickets or update existing tickets. An email is sent verifying a successful creation or update. Emails that are properly configured but are lacking required information, such as any required fields, will generate an a failure email. Emails that are improperly configured have no reply email generated. All emails that are processed are deleted from the inbox.

== Enabling maileater ==
Maileater is enabled via the [[Options_Manager#Email|Options Manager]]. All maileater options are prefixed with the word ''maileater''.

== Understanding text_api ==
Maileater is driven by the text_api.cfg. All the values that can be set via an email can be found in the [[text_api]]. Additional attributes can be added to the <nowiki>[KEYWORDS]</nowiki> section of the text_api to allow for setting custom fields or alternate methods of setting default fields.

The sections specific to Maileater are <nowiki>[EMAIL_DEFAULTS]</nowiki> and <nowiki>[EMAIL_IGNORE_INCOMING]</nowiki>.
*<nowiki>[EMAIL_DEFAULTS]</nowiki> are used to consistently set the same value for all email generated tickets. For example, if you always want a specific initial Priority level, then identify it here. This eliminates the need for having to account for the Priority in the body of the email. However, any values identified in the email take priority over those set in <nowiki>[EMAIL_DEFAULTS]</nowiki>. In other words, the <nowiki>[EMAIL_DEFAULTS]</nowiki> is a backup just in case the email does not contain any value for that particular variable.
*<nowiki>[EMAIL_IGNORE_INCOMING]</nowiki> allows you to identify fields that are not permitted to be set via an email. This can be helpful for maintaining standards.

== Configuring the Email Message ==
An email message that Maileater is to process must have a precise configuration.

'''Subject Line'''<br>
The Subject Line must contain either the word REQUEST, CHANGE, or ISSUE. See the text_api.cfg and see how items are all referenced in the same manner. Since the system will set the Affected End User based on the email account sending the email, the -m argument can be used to trump this functionality.

For example,
If Gregg sent an email with ''REQUEST'' in the subject line, a Request would be created where Gregg is the Affected End User. But if he send an email with ''REQUEST -m gityerfix@servicedeskusers.com'' as the subject, then a Request would be created with Gityerfix as the Affected End User.

'''Body'''<br>
The message body by default is treated as the ticket Description unless otherwise noted. To set other fields via the email use a format that coincides with the <nowiki>[KEYWORD]</nowiki> values identified in the text_api similar to this example:
<source lang="text">%PRIORITY=1
%CATEGORY=ServiceDeskUsers
%IMPACT=5
%DESCRIPTION=SDU is great</source>

== Handling required fields ==
There are two ways to handle required fields.
#Account for them in the email body.
#Account for them in the text_api.cfg in the <nowiki>[EMAIL_DEFAULTS]</nowiki> section.

== Limitations ==
*'''No way of setting the Parent.''' If there is a way of doing this, it is a well guarded secret.

*'''Dependent on intelligence of the sender.''' This means that Service Desk has no way of knowing what the correct values should be if enter incorrectly, and no way way of knowing that multiple emails from an auto-generating system are regarding the same issue.

*'''Only one existence of the user's email.''' If the -m argument does not exist in the subject line of the email, then the FROM ADDRESS is used to determine the End User of the ticket. The system will look for the existence of that email address and the contact record containing that email address becomes the Affected End User. However, if there are multiple instances of the email address, problems can occur.

== Best Practices ==
#The ''best practice'' is to '''restrict the use of Maileater''' to the auto-generation of tickets via systems that do not have web services capabilities. Web Services is a much more flexibly method of automating ticket creation. Web Services is a direct A to B communication, where as Maileater is A to B to C where B is the mail system. Consequently using maileater adds an addition point of failure.
#'''Promote level 0''' support. While email support is cheaper than phone support, self-help is the absolute cheapest. And in order to promote self-help you have to get the users to utilize the application. Using maileater does not help to promote this directive and only results in users being dependent on an outdated and archaic form of support.
#If you do elect to utilize Maileater, have a '''dedicated email''' address used exclusively by Maileater. As Maileater processes emails it deletes them from the inbox. For this reason, it is not practical for the Maileater inbox to be used by anything (or anyone) else.

Maileater

2009-01-14T18:40:48Z

Mitcr01:

__NOTOC__
[[Category:Configuration]]
[[Category:Integration]]
[[Category:r6]]
[[Category:r11]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides details about the maileater functionality. Maileater is a legacy feature used to create and update tickets via an email. It is very limited in its flexibilities and is best for automated ticket creation by enterprise systems that are not web services capabilities. Although it is an aged and outdated practice, many company's rely on email as a source for ticket generation, and thus rely on maileater to automate ticket creation.

== How it Works ==
Once enabled, Maileater will access the specified email inbox via POP3 or IMAP. All emails in the inbox are processed. Emails that are properly configured and contain the required information will generate new tickets or update existing tickets. An email is sent verifying a successful creation or update. Emails that are properly configured but are lacking required information, such as any required fields, will generate an a failure email. Emails that are improperly configured have no reply email generated. All emails that are processed are deleted from the inbox.

== Enabling maileater ==
Maileater is enabled via the [[Options_Manager#Email|Options Manager]]. All maileater options are with the word ''maileater''.

== Understanding text_api ==
Maileater is driven by the text_api.cfg. All the values that can be set via an email can be found in the [[text_api]]. Additional attributes can be added to the <nowiki>[KEYWORDS]</nowiki> section of the text_api to allow for setting custom fields or alternate methods of setting default fields.

The sections specific to Maileater are <nowiki>[EMAIL_DEFAULTS]</nowiki> and <nowiki>[EMAIL_IGNORE_INCOMING]</nowiki>.
*<nowiki>[EMAIL_DEFAULTS]</nowiki> are used to consistently set the same value for all email generated tickets. For example, if you always want a specific initial Priority level, then identify it here. This eliminates the need for having to account for the Priority in the body of the email. However, any values identified in the email take priority over those set in <nowiki>[EMAIL_DEFAULTS]</nowiki>. In other words, the <nowiki>[EMAIL_DEFAULTS]</nowiki> is a backup just in case the email does not contain any value for that particular variable.
*<nowiki>[EMAIL_IGNORE_INCOMING]</nowiki> allows you to identify fields that are not permitted to be set via an email. This can be helpful for maintaining standards.

== Configuring the Email Message ==
An email message that Maileater is to process must have a precise configuration.

'''Subject Line'''<br>
The Subject Line must contain either the word REQUEST, CHANGE, or ISSUE. See the text_api.cfg and see how items are all referenced in the same manner. Since the system will set the Affected End User based on the email account sending the email, the -m argument can be used to trump this functionality.

For example,
If Gregg sent an email with ''REQUEST'' in the subject line, a Request would be created where Gregg is the Affected End User. But if he send an email with ''REQUEST -m gityerfix@servicedeskusers.com'' as the subject, then a Request would be created with Gityerfix as the Affected End User.

'''Body'''<br>
The message body by default is treated as the ticket Description unless otherwise noted. To set other fields via the email use a format that coincides with the <nowiki>[KEYWORD]</nowiki> values identified in the text_api similar to this example:
<source lang="text">%PRIORITY=1
%CATEGORY=ServiceDeskUsers
%IMPACT=5
%DESCRIPTION=SDU is great</source>

== Handling required fields ==
There are two ways to handle required fields.
#Account for them in the email body.
#Account for them in the text_api.cfg in the <nowiki>[EMAIL_DEFAULTS]</nowiki> section.

== Limitations ==
*'''No way of setting the Parent.''' If there is a way of doing this, it is a well guarded secret.

*'''Dependent on intelligence of the sender.''' This means that Service Desk has no way of knowing what the correct values should be if enter incorrectly, and no way way of knowing that multiple emails from an auto-generating system are regarding the same issue.

*'''Only one existence of the user's email.''' If the -m argument does not exist in the subject line of the email, then the FROM ADDRESS is used to determine the End User of the ticket. The system will look for the existence of that email address and the contact record containing that email address becomes the Affected End User. However, if there are multiple instances of the email address, problems can occur.

== Best Practices ==
#The ''best practice'' is to '''restrict the use of Maileater''' to the auto-generation of tickets via systems that do not have web services capabilities. Web Services is a much more flexibly method of automating ticket creation. Web Services is a direct A to B communication, where as Maileater is A to B to C where B is the mail system. Consequently using maileater adds an addition point of failure.
#'''Promote level 0''' support. While email support is cheaper than phone support, self-help is the absolute cheapest. And in order to promote self-help you have to get the users to utilize the application. Using maileater does not help to promote this directive and only results in users being dependent on an outdated and archaic form of support.
#If you do elect to utilize Maileater, have a '''dedicated email''' address used exclusively by Maileater. As Maileater processes emails it deletes them from the inbox. For this reason, it is not practical for the Maileater inbox to be used by anything (or anyone) else.

Get attr vals

2008-10-01T10:05:52Z

Mitcr01:

__NOTOC__
[[Category:Customizations]]
[[Category:r6]]
[[Category:r11]]
[[Category:Spel Code]]
{{Global Header}}
{{Global Announcement}}
== Overview ==
Get values of attributes on the root object.

== Usage ==
get_attr_vals(int count, [ string attr_path... ])

* count - number of attributes to get. It must corresponds to the number of ''attr_path'' parameters
* attr_path - name of the attribute with dot convention (you can ask for value also on subsidiary objects)

== Result ==
You can found values in '''msg''' array on a triplicate position (first value is on msg[3], second on msg[6] and so on)

== Examples ==
* get first name, last name and email from CR's customer
<source lang="javascript">
send_wait (0, this, "get_attr_vals", 3, "customer.first_name", "customer.last_name", "customer.email");
cstName = msg[3];
cstSurname = msg[6];
cstEmail = msg [9];
</source>

Pdm logfile

2008-09-21T08:27:29Z

Mitcr01: /* Example */

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

== Overview ==
This utility can be used to set or display the current logfiles cutover configuration.

The Service Desk logfiles are kept in $NXROOT/logs, named stdlog.X, where X=0,1,...9. The files are rotated when they reach the cutover size.

By default, Service Desk log files have a cutover size of 3000000 Bytes.

== Usage ==
pdm_logfile [-h] [-q] [-L] [-b bytes]
{|
|-
! Command
! Description
! Remarks
|-
| -h
| Help
|
|-
| -L
| Lists the current cutover settings and log files.
|
|-
| -q
| Quiet mode
|
|-
| -b bytes
| Number of bytes in a single logfile, before cutover.
| To set the correct file size you have to enter the size in ''bytes''
|-
|}

== Example ==
* If you want to have a log file size of 10 Megabytes just enter following command:
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T08:26:50Z

Mitcr01: /* Usage */

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

== Overview ==
This utility can be used to set or display the current logfiles cutover configuration.

The Service Desk logfiles are kept in $NXROOT/logs, named stdlog.X, where X=0,1,...9. The files are rotated when they reach the cutover size.

By default, Service Desk log files have a cutover size of 3000000 Bytes.

== Usage ==
pdm_logfile [-h] [-q] [-L] [-b bytes]
{|
|-
! Command
! Description
! Remarks
|-
| -h
| Help
|
|-
| -L
| Lists the current cutover settings and log files.
|
|-
| -q
| Quiet mode
|
|-
| -b bytes
| Number of bytes in a single logfile, before cutover.
| To set the correct file size you have to enter the size in ''bytes''
|-
|}

== Example ==
* If you want to have a filesize of 10 Megabytes just enter following command:
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T08:25:33Z

Mitcr01: /* Overview */

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

== Overview ==
This utility can be used to set or display the current logfiles cutover configuration.

The Service Desk logfiles are kept in $NXROOT/logs, named stdlog.X, where X=0,1,...9. The files are rotated when they reach the cutover size.

By default, Service Desk log files have a cutover size of 3000000 Bytes.

== Usage ==
pdm_logfile [-h] [-q] [-L] [-b bytes]
{|
|-
! Command
! Description
! Remarks
|-
| -h
| Help
|
|-
| -L
| Lists the current cutover settings and log files.
|
|-
| -q
| Quiet mode
|
|-
| -b bytes
| Number of bytes in a single logfile, before cutover
| to set the correct filesize you have to enter the size in ''bytes''
|-
|}

== Example ==
* If you want to have a filesize of 10 Megabytes just enter following command:
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T08:23:42Z

Mitcr01: /* Example */

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

== Overview ==
This utility can be used to set or display the current logfiles cutover configuration.

The Service Desk logfiles are kept in $NXROOT/logs, named stdlog.X, where X=0,1,...9. The files are rotated when they reach the cutover size.

== Usage ==
pdm_logfile [-h] [-q] [-L] [-b bytes]
{|
|-
! Command
! Description
! Remarks
|-
| -h
| Help
|
|-
| -L
| Lists the current cutover settings and log files.
|
|-
| -q
| Quiet mode
|
|-
| -b bytes
| Number of bytes in a single logfile, before cutover
| to set the correct filesize you have to enter the size in ''bytes''
|-
|}

== Example ==
* If you want to have a filesize of 10 Megabytes just enter following command:
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T08:21:43Z

Mitcr01: /* Usage */

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

== Overview ==
This utility can be used to set or display the current logfiles cutover configuration.

The Service Desk logfiles are kept in $NXROOT/logs, named stdlog.X, where X=0,1,...9. The files are rotated when they reach the cutover size.

== Usage ==
pdm_logfile [-h] [-q] [-L] [-b bytes]
{|
|-
! Command
! Description
! Remarks
|-
| -h
| Help
|
|-
| -L
| Lists the current cutover settings and log files.
|
|-
| -q
| Quiet mode
|
|-
| -b bytes
| Number of bytes in a single logfile, before cutover
| to set the correct filesize you have to enter the size in ''bytes''
|-
|}

== Example ==

OOTB standard is 3 Megabytes which is 3000000 Bytes

If you want to have a filesize of 10 Megabytes just enter following command:
<math>Insert formula here</math>
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T08:20:55Z

Mitcr01: /* Alter the log file size Example */

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

== Overview ==
This utility can be used to set or display the current logfiles cutover configuration.

The Service Desk logfiles are kept in $NXROOT/logs, named stdlog.X, where X=0,1,...9. The files are rotated when they reach the cutover size.

== Usage ==
pdm_logfile [-h] [-q] [-L] [-b bytes]
{|
|-
! Command
! Description
! Remarks
|-
| -h
| Help
|
|-
| -L
| lists the current cutover settings and log files.
|
|-
| -q
| Quiet mode
|
|-
| -b bytes
| number of bytes in a single logfile, before cutover
|
|-
|}

== Example ==

OOTB standard is 3 Megabytes which is 3000000 Bytes

If you want to have a filesize of 10 Megabytes just enter following command:
<math>Insert formula here</math>
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T08:19:49Z

Mitcr01: /* Overview */

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

== Overview ==
This utility can be used to set or display the current logfiles cutover configuration.

The Service Desk logfiles are kept in $NXROOT/logs, named stdlog.X, where X=0,1,...9. The files are rotated when they reach the cutover size.

== Usage ==
pdm_logfile [-h] [-q] [-L] [-b bytes]
{|
|-
! Command
! Description
! Remarks
|-
| -h
| Help
|
|-
| -L
| lists the current cutover settings and log files.
|
|-
| -q
| Quiet mode
|
|-
| -b bytes
| number of bytes in a single logfile, before cutover
|
|-
|}

== Alter the log file size Example ==
To set the correct filesize you have to enter the size in bytes.
OOTB standard is 3 Megabytes which is 3000000 Bytes

If you want to have a filesize of 10 Megabytes just enter following command:
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T07:48:22Z

Mitcr01:

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

== Overview ==
pdm_logfile is another command-line utility.

You can define a special filesize of the log files before a cutover happens.

Just enter pdm_logfile -? to see the help for this tool.

== Alter the log file size Example ==
To set the correct filesize you have to enter the size in bytes.
OOTB standard is 3 Megabytes which is 3000000 Bytes

If you want to have a filesize of 10 Megabytes just enter following command:
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T07:34:45Z

Mitcr01:

pdm_logfile is another commandline utility.

You can define a special filesize of the log files before a cutover happens.

Just enter pdm_logfile -? to see the help for this tool.

'''Alter the logfilesize'''
To set the correct filesize you have to enter the size in bytes.
OOTB standard is 3 Megabytes which is 3000000 Bytes

If you want to have a filesize of 10 Megabytes just enter following command:
pdm_logfile -b 10000000

Pdm logfile

2008-09-21T07:34:09Z

Mitcr01:

pdm_logfile is another commandline utility.

You can define a special filesize of the log files bevore a cutover happens.

Just enter pdm_logfile -? to see the help for this tool.

'''Alter the logfilesize'''
To set the correct filesize you have to enter the size in bytes.
OOTB standard is 3 Megabytes which is 3000000 Bytes

If you want to have a filesize of 10 Megabytes just enter following command:
pdm_logfile -b 10000000

Add Workflow to Employee/Customer Interface

2008-08-01T04:35:06Z

Mitcr01:

__NOTOC__
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides instructions for adding workflow capabilities to the Employee/Customer Interface. Workflow refers to the built-in classic legacy workflow, not the CA Workflow application that is included with the Service Desk installation.

== Procedures ==
=== Step 1. Set Access Type ===
In order to be able to complete a Workflow Task, the Employee/Customer Access Types will need to be updated. The Functional Access for Change Orders must be changed to ''Modify''.

=== Step 2. Add Nodes to Employee/Customer Scoreboards ===
Customize the Employee/Customer Scoreboard by adding a Node with the following parameters<br>
'''Node label:''' pending tasks<br>
'''Node's Stored Query:''' My Pending Tasks

Note: The ''My pending Tasks'' query is the default label for a query with the code of MYPEND which contains the syntax of...
assignee = @cnt.id AND status = \'PEND\'

=== Step 3. Create list_wf.htmpl Form ===
The list_wf.htmpl form is needed if workflow nodes are added to the Employee/Customer Scoreboards. From this list, all of the workflow tasks meeting the criteria of the Stored Query associated with the node will be displayed. These are typically all the tasks assigned to the logged in person.

[[Media:Employee_Workflow_Files.zip|Click Here]] to download files, or copy syntax below.
<source lang="html4strict"><html lang="en"><HEAD>
<PDM_PRAGMA RELEASE=110>
<PDM_INCLUDE FILE="std_head.htmpl">
<SCRIPT>
var argBackfillField = '$args.KEEP.backfill_field';
var argBackfillForm = '$args.KEEP.backfill_form';
var argSearchSqlClause = '<PDM_FMT PAD=NO ESC_STYLE=C>$args.search_sql_clause</PDM_FMT>';
var argSearchWhereClause = '<PDM_FMT PAD=NO ESC_STYLE=C>$args.search_where_clause</PDM_FMT>';
var argSaveSqlClause = '<PDM_FMT PAD=NO ESC_STYLE=C>$args.KEEP.save_sql_clause</PDM_FMT>';
<PDM_IF "${current:n/a}" == "n/a">
var searchFilterInitialState = "show";
<PDM_ELSE>
var cfgCurrent = '$current';
var cfgTotal = '$total';
var cfgRecordCount = '$record_count';
var cfgStart = '$start';
var cfgLength = '$length';
</PDM_IF>
var cfgUseTemplate = '$args.use_template';
var cfgIsPopup = '$args.KEEP.IsPopUp';
var rptName = new Array("no", "no");
var cfgCanEdit = true;
</SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/date_helper.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/convert_date.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/val_type.js"></SCRIPT>
<PDM_INCLUDE FILE=std_list_include.htmpl>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/comboname.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/sitemods.js"></SCRIPT>
</HEAD>
<BODY CLASS="emp">
<PDM_INCLUDE FILE=std_body.htmpl>
<PDM_FORM NAME="frmFID">
</PDM_FORM>
<PDM_IF "${current:n/a}" != "n/a">
<SCRIPT LANGUAGE="JavaScript">
var msgFoundNone = "No workflow tasks found";
var msgFound1 = "1 workflow task found";
var msgFound = "%1 workflow tasks found";
var msgFoundMore = "%1 workflow tasks found. Displaying %2 through %3";
var msgSelect = "Click to select desired workflow task";
var ref_num_style;
<pdm_macro name=lsStart>
rs.overrideMenu=true;
<pdm_macro name=lsCol hdr="Task" attr=task link=yes>
<pdm_macro name=lsCol hdr="Assignee" attr=assignee>
<pdm_macro name=lsCol hdr="Status" attr=status>
<pdm_macro name=lsCol hdr="Description" attr=description width=200>
<pdm_macro name=lsEnd factory=wf>
</SCRIPT>
</PDM_IF>
<BASE TARGET="_top">
<PDM_INCLUDE FILE="std_footer.htmpl">
</BODY>
</HTML></source>

=== Step 4. Create detail_wf.htmpl Form ===
The detail_wf.htmpl form will be accessed directly from an email URL or from the list_wf.htmpl. Sections have been added to allow for viewing details of the Change Order as well as viewing any Attachments on the Change Order. Both of these sections can be easily removed.

[[Media:Employee_Workflow_Files.zip|Click Here]] to download files, or copy syntax below.
<source lang="html4strict"><html lang="en"><HEAD>
<PDM_PRAGMA RELEASE=110>
<PDM_INCLUDE FILE=styles.htmpl>
<SCRIPT LANGUAGE="JavaScript">
var hdrTitle = "Change Workflow Detail";
var hdrTitleUpd = "Update Change Workflow";
var hdrTitleNew = "Create New Change Workflow";
</SCRIPT>
<PDM_INCLUDE FILE=std_head.htmpl >
<SCRIPT>
cfgDateFormat = "$date_format"
</SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/detail_form.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/arrow_button.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/check_submit.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/img_link.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/val_type.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/sitemods.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/attevts.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/convert_date.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/attmnt_upload.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript" SRC="$CAisd/scripts/upload.js"></SCRIPT>
<SCRIPT LANGUAGE="JavaScript">
<PDM_IF "$prop.form_name_3" == "ro">
var cfgAllowPopupResize = true;
var lnkid = -1;
var attdata = new Array();
</PDM_IF>
argPersistentID = "$args.persistent_id";
function unloadActions()
{
if ( _dtl.edit )
unload_check();
}
</SCRIPT>
</HEAD>
<BODY class=detailro onUnload="unloadActions()">
</SCRIPT>
<PDM_INCLUDE FILE=std_body.htmpl filename="Change Workflow">
<CENTER>

<INPUT TYPE=hidden NAME=FACTORY VALUE=wf>
<PDM_IF "$prop.form_name_3" == "edit">
<INPUT TYPE=hidden NAME=OP VALUE="UPDATE">
<PDM_IF 0 == $args.id>
<SPAN class=labeltext>You are not allowed to create a new Workflow</SPAN>
<PDM_ELSE>
<PDM_IF $args.id>
<INPUT TYPE=hidden NAME=SET.id VALUE="$args.id">
</PDM_IF>
</PDM_IF>
</PDM_IF>

<SCRIPT LANGUAGE="JavaScript">
<PDM_MACRO NAME=dtlForm factory=wf button=false>
<PDM_IF "$prop.form_name_3" == "edit">
ImgBtnRow();
ImgBtnCreate("btn001", msgtext(208), "detailSave()", true, 120);
ImgBtnCreate("btncncl", msgtext(209), "cancel_update('$prop.form_name_2','$args.id','$args.NEXT_PERSID')", true, 120);
ImgBtnCreate("btn003", msgtext(400), "pdm_reset()", true, 120);
ImgBtnEndRow();
</PDM_IF>
</SCRIPT>
<PDM_IF "$prop.form_name_3" == "ro">
<PDM_IF "$args.status.allow_task_update" == "1" || "$args.status.code" == "COMP">
<PDM_FORM NAME="frmDTLRO">
<INPUT TYPE=hidden NAME=FACTORY VALUE=wf>
<INPUT TYPE=hidden NAME=SET.id VALUE="$args.id">
<INPUT TYPE=hidden NAME=OP>
<SCRIPT LANGUAGE="JavaScript">
ImgBtnRow();
ImgBtnCreate("btn001", msgtext(513), "pdm_submit('frmDTLRO','UPDATE')", true, 120);
</SCRIPT>
</PDM_FORM>
</PDM_IF>
<SCRIPT LANGUAGE="JavaScript">
ImgBtnEndRow();
</SCRIPT>
</PDM_IF>
<SCRIPT>
<PDM_MACRO NAME=dtlStart>
<PDM_MACRO NAME=dtlStartRow>
<PDM_MACRO NAME=dtlReadonly hdr=Task attr="task.sym">
<PDM_MACRO NAME=dtlReadonly hdr=Assignee attr="assignee">
<PDM_IF "$prop.form_name_3" == "edit">
detailRowHdr("Status", 1 , "$args.REQUIRED_status");
var item = '<PDM_SELECT NAME=SET.status ESC_STYLE=HTML FACTORY=tskstat WF_FAC_FOR_TSKSTAT=wf SELECTED="$args.status" SELECTED_SYM="$args.status.COMMON_NAME">';
var ins_pos = item.indexOf("NAME=");
if (ins_pos > 0)
{
_dtl.tabIndex++;
item = item.substring(0, ins_pos) + " TABINDEX=" + _dtl.tabIndex + " " + item.substring(ins_pos, item.length);
}
detailSetRowData(item);
<PDM_ELSE>
<PDM_MACRO NAME=dtlReadonly hdr=Status attr="status.sym">
</PDM_IF>
<PDM_MACRO NAME=dtlStartRow>
<PDM_MACRO NAME=dtlTextbox hdr="Task Description" attr="description" size=70 colspan=4 rows=4 spellchk=yes>


<PDM_IF "$prop.form_name_3" == "ro">
<PDM_MACRO NAME=dtlStartRow>
<PDM_MACRO NAME=dtlReadonly hdr=Change# attr="chg.chg_ref_num">
<PDM_MACRO NAME=dtlReadonly hdr=Category attr="chg.category.sym">
<PDM_MACRO NAME=dtlReadonly hdr=Requestor attr="chg.requestor.combo_name">
<PDM_MACRO NAME=dtlReadonly hdr="End User" attr="chg.affected_contact.combo_name">
<PDM_MACRO NAME=dtlStartRow>
<PDM_MACRO NAME=dtlReadonly hdr="Change Description" attr="chg.description" colspan=4>
</PDM_IF>


<PDM_MACRO NAME=dtlEndTable>
</SCRIPT>


<PDM_IF "$prop.form_name_3" == "ro" && $args.chg.attachments.length != 0 >
<P>
<TABLE WIDTH=90%>
<SCRIPT>
document.writeln("<TR>");
document.write("<TH CLASS=detailro ALIGN=left VALIGN=top>Attachments");
document.writeln("</TH>");
document.writeln("</TR>");
<PDM_LIST SOURCE=args.chg.attachments>
attdata[++lnkid] = new Object();
attdata[lnkid].id = "$args.chg.attachments.id";
attdata[lnkid].attmnt_name = unescape('<PDM_FMT ESC_STYLE=JS2>$args.chg.attachments.attmnt_name</PDM_FMT>');
attdata[lnkid].orig_file_name = unescape('<PDM_FMT ESC_STYLE=JS2>$args.chg.attachments.orig_file_name</PDM_FMT>');
attdata[lnkid].status = "$args.chg.attachments.status";
<PDM_IF "$args.chg.attachments.link_only" != "1">
attdata[lnkid].cgi_path ="$args.chg.attachments.repository.servlet_path";
attdata[lnkid].protocol = "servlet";
attdata[lnkid].server = "$args.chg.attachments.repository.server";
attdata[lnkid].retrieve_path = "$args.chg.attachments.repository.retrieve_path";
attdata[lnkid].file_name = "$args.chg.attachments.file_name";
</PDM_IF>
document.writeln("<TR>");
document.write("<TD CLASS=detailro ALIGN=left VALIGN=top>");
var link = "<A HREF=\"javascript:download_exec(attdata[" + lnkid + "])\">";
document.write(link + '<PDM_FMT esc_style=c><PDM_FMT JUSTIFY=TRUNCATE WIDTH=40>$args.chg.attachments.attmnt_name</PDM_FMT></PDM_FMT></A>');
document.writeln("</TD>");
document.writeln("</TR>");
</PDM_LIST>
</SCRIPT>
</table>
</P>
</PDM_IF>


<PDM_MACRO NAME=dtlEnd>
<PDM_INCLUDE FILE=std_footer.htmpl>
</BODY>
</HTML>
<PDM_WSP></source>

=== Step 5. Clear the web cache ===
{{R11 Clear Cache}}

T3GQ028

2008-07-23T04:50:21Z

Mitcr01:

The Task Behavior page on the Administration side is showing blank after applying the 2nd set of cummulative patches for r11.2 GA.
The error appears only if C2 is applied over the GA version directly, if C1 was previously applied then the error will not appear.
Please note that this patch is for Windows, for other OSes you'll need a different TF

PROBLEM SYMPTOM: NT -AFTER CUMULATIVE 2 DETAIL_BHVTPL.HTMPL BLANK
----------------------------------------------------
After applying second set of cumulative published
patches for Service Desk r11.2, the lower part of
the Behavior Detail form may appear blank. This
occurs when a user attempts to view the Behavior
Detail form of any workflow template.

----

T3GQ028

2008-07-23T04:49:33Z

Mitcr01:

The Task Behavior page on the Administration side is showing blank after applying the 2nd set of cummulative patches for r11.2 GA.
The error appears only if C2 is applied over the GA version directly, if C1 was previously applied then the error will not appear.

PROBLEM SYMPTOM: NT -AFTER CUMULATIVE 2 DETAIL_BHVTPL.HTMPL BLANK
----------------------------------------------------
After applying second set of cumulative published
patches for Service Desk r11.2, the lower part of
the Behavior Detail form may appear blank. This
occurs when a user attempts to view the Behavior
Detail form of any workflow template.

----

T3GQ028

2008-07-23T04:48:47Z

Mitcr01:

The Task Behavior page on the Administration side is showing blank after applying the 2nd set of cummulative patches for r11.2 GA.
The error appears only if C2 is applied over the GA version directly, if C1 was previously applied then the error will not appear.

PROBLEM SYMPTOM: NT -AFTER CUMULATIVE 2 DETAIL_BHVTPL.HTMPL BLANK
----------------------------------------------------
After applying second set of cumulative published
patches for Service Desk r11.2, the lower part of
the Behavior Detail form may appear blank. This
occurs when a user attempts to view the Behavior
Detail form of any workflow template.

----

T3GQ028

2008-07-23T04:48:08Z

Mitcr01: New page: The Task Behavior page on the Administration side is showing blank after applying the 2nd set of cummulative patches for r11.2 GA. The error appears only if C2 is applied over the GA vers...

The Task Behavior page on the Administration side is showing blank after applying the 2nd set of cummulative patches for r11.2 GA.
The error appears only if C2 is applied over the GA version directly, if C1 was previously applied then the error will not appear.

PROBLEM SYMPTOM: NT -AFTER CUMULATIVE 2 DETAIL_BHVTPL.HTMPL BLANK
----------------------------------------------------
After applying second set of cumulative published
patches for Service Desk r11.2, the lower part of
the Behavior Detail form may appear blank. This
occurs when a user attempts to view the Behavior
Detail form of any workflow template.

----

Patches

2008-07-23T04:45:51Z

Mitcr01: /* Test Patches */

[[Category:Installation]]

== Test Patches ==
{| style="vertical-align:top;" cellpadding="5"
|-
! Patch !! Brief Description
|-valign="top"
|[[T5ET051]]
| Customization on Contact or Contact_Type tables may cause problem for 6.0 to r11.2 migration.
|-valign="top"
|[[T5GQ012]]
| Notification History missing after cumulative patches are installed
|-valign="top"
|[[T5GQ027]]
| Bad where clause error in announcement search, when analyst has an organization and location (Need to have 2nd cumulative applied to apply)
|-valign="top"
|[[T3GQ028]]
| After applying the 2nd cumulative patches the task behavior page is blank (for either Change or Issue)
|
|-
|}

== External Links ==

*[http://supportconnectw.ca.com/public/ahd_paradigm/downloads/usvdr112-solpatch.asp Unicenter Service Desk 11.2 Solutions & Patches]
*[http://supportconnectw.ca.com/premium/uniservplus/infodocs/usrdr112-cumpatch.asp Reported Incidents with First Cumulative patches of Service Desk R11.2]

----
<div align='center'><font color="green">To make corrections or additions to this article, select the ''edit'' tab above.<br>
To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

Help:Sandbox

2008-05-15T17:12:20Z

Mitcr01:

try out your code here

<math>bop_sinfo</math>

Help:Sandbox

2008-02-14T18:56:20Z

Mitcr01: /* code */

Feel free to try out the wiki syntax in this page.<br>


<rss desc=off>http://www.servicedeskusers.com/forum/index.php?act=rssout&id=8</rss>

[[Category:CA Workflow]]

This is an example of the workflow to obtain the group members from Servicedesk. Follow the directions exactly

<source lang=xml>
</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1170219743489</to>
<sequence>-1</sequence>
<label />
<description /> >-16777216</lineColor>
</transition>
</transitions>
</duedateprocessing>
<preprocessing />
<postprocessing />
<executioncontexts />
<exceptionhandlers />
</subactivity>
</nodes>
- <transitions>
- <transition id="1164858697231">
<from>1509732671450107440</from>
<frompointnormal>-1</frompointnormal>
<frompointswimlane>-1</frompointswimlane>
<topointnormal>-1</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1164858205749</to>
<sequence>-1</sequence>
<label />
<description />
<done>N</done>
<condition />
<lineWidth>1</lineWidth>
<lineColor>-16777216</lineColor>
</transition>
</transitions>
</process>
</processes>
</processdefinition>
</source>

== code ==

<source lang="cpp">
int i, n;

if (is_null(zreopen_count)) {
i = 0;
} else {
'''i''' = zreopen_count;
}

n = i + 1;
send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");
</source>

Help:Sandbox

2008-02-13T21:28:24Z

Mitcr01:

Feel free to try out the wiki syntax in this page.<br>


<rss desc=off>http://www.servicedeskusers.com/forum/index.php?act=rssout&id=8</rss>

[[Category:CA Workflow]]

This is an example of the workflow to obtain the group members from Servicedesk. Follow the directions exactly

<source lang=xml>
</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1170219743489</to>
<sequence>-1</sequence>
<label />
<description /> >-16777216</lineColor>
</transition>
</transitions>
</duedateprocessing>
<preprocessing />
<postprocessing />
<executioncontexts />
<exceptionhandlers />
</subactivity>
</nodes>
- <transitions>
- <transition id="1164858697231">
<from>1509732671450107440</from>
<frompointnormal>-1</frompointnormal>
<frompointswimlane>-1</frompointswimlane>
<topointnormal>-1</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1164858205749</to>
<sequence>-1</sequence>
<label />
<description />
<done>N</done>
<condition />
<lineWidth>1</lineWidth>
<lineColor>-16777216</lineColor>
</transition>
</transitions>
</process>
</processes>
</processdefinition>
</source>

== code ==

<source lang="cpp">
int i, n;

if (is_null(zreopen_count)) {
i = 0;
} else {
i = zreopen_count;
}

n = i + 1;
send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");
</source>

Help:Sandbox

2008-02-13T21:27:33Z

Mitcr01:

Feel free to try out the wiki syntax in this page.<br>


<math>x^2=y^2+z^2</math>

<rss desc=off>http://www.servicedeskusers.com/forum/index.php?act=rssout&id=8</rss>

[[Category:CA Workflow]]

This is an example of the workflow to obtain the group members from Servicedesk. Follow the directions exactly

<source lang=xml>
</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1170219743489</to>
<sequence>-1</sequence>
<label />
<description /> >-16777216</lineColor>
</transition>
</transitions>
</duedateprocessing>
<preprocessing />
<postprocessing />
<executioncontexts />
<exceptionhandlers />
</subactivity>
</nodes>
- <transitions>
- <transition id="1164858697231">
<from>1509732671450107440</from>
<frompointnormal>-1</frompointnormal>
<frompointswimlane>-1</frompointswimlane>
<topointnormal>-1</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1164858205749</to>
<sequence>-1</sequence>
<label />
<description />
<done>N</done>
<condition />
<lineWidth>1</lineWidth>
<lineColor>-16777216</lineColor>
</transition>
</transitions>
</process>
</processes>
</processdefinition>
</source>

== code ==

<source lang="cpp">
int i, n;

if (is_null(zreopen_count)) {
i = 0;
} else {
i = zreopen_count;
}

n = i + 1;
send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");</source>

Help:Sandbox

2008-02-11T20:21:34Z

Mitcr01:

Feel free to try out the wiki syntax in this page.<br>


<rss desc=off>http://www.servicedeskusers.com/forum/index.php?act=rssout&id=8</rss>

[[Category:CA Workflow]]

This is an example of the workflow to obtain the group members from Servicedesk. Follow the directions exactly

<source lang=xml>
</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1170219743489</to>
<sequence>-1</sequence>
<label />
<description /> >-16777216</lineColor>
</transition>
</transitions>
</duedateprocessing>
<preprocessing />
<postprocessing />
<executioncontexts />
<exceptionhandlers />
</subactivity>
</nodes>
- <transitions>
- <transition id="1164858697231">
<from>1509732671450107440</from>
<frompointnormal>-1</frompointnormal>
<frompointswimlane>-1</frompointswimlane>
<topointnormal>-1</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1164858205749</to>
<sequence>-1</sequence>
<label />
<description />
<done>N</done>
<condition />
<lineWidth>1</lineWidth>
<lineColor>-16777216</lineColor>
</transition>
</transitions>
</process>
</processes>
</processdefinition>
</source>

== code ==

<source lang="cpp">
int i, n;

if (is_null(zreopen_count)) {
i = 0;
} else {
i = zreopen_count;
}

n = i + 1;
send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");</source>

Help:Sandbox

2008-02-11T20:20:12Z

Mitcr01:

Feel free to try out the wiki syntax in this page.<br>


<rss desc=off>http://www.servicedeskusers.com/forum/index.php?act=rssout&id=8</rss>

[[Category:CA Workflow]]

This is an example of the workflow to obtain the group members from Servicedesk. Follow the directions exactly

<source lang=xml>
</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1170219743489</to>
<sequence>-1</sequence>
<label />
<description /> >-16777216</lineColor>
</transition>
</transitions>
</duedateprocessing>
<preprocessing />
<postprocessing />
<executioncontexts />
<exceptionhandlers />
</subactivity>
</nodes>
- <transitions>
- <transition id="1164858697231">
<from>1509732671450107440</from>
<frompointnormal>-1</frompointnormal>
<frompointswimlane>-1</frompointswimlane>
<topointnormal>-1</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1164858205749</to>
<sequence>-1</sequence>
<label />
<description />
<done>N</done>
<condition />
<lineWidth>1</lineWidth>
<lineColor>-16777216</lineColor>
</transition>
</transitions>
</process>
</processes>
</processdefinition>
</source>

== code ==

<source lang="cpp">int i, n;
if (is_null(zreopen_count)) {
i = 0;
} else {
i = zreopen_count;
}
n = i + 1;
send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");</source>

Help:Sandbox

2008-02-11T20:19:40Z

Mitcr01:

Feel free to try out the wiki syntax in this page.<br>


<rss desc=off>http://www.servicedeskusers.com/forum/index.php?act=rssout&id=8</rss>

[[Category:CA Workflow]]

This is an example of the workflow to obtain the group members from Servicedesk. Follow the directions exactly

<source lang=xml>
</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1170219743489</to>
<sequence>-1</sequence>
<label />
<description /> >-16777216</lineColor>
</transition>
</transitions>
</duedateprocessing>
<preprocessing />
<postprocessing />
<executioncontexts />
<exceptionhandlers />
</subactivity>
</nodes>
- <transitions>
- <transition id="1164858697231">
<from>1509732671450107440</from>
<frompointnormal>-1</frompointnormal>
<frompointswimlane>-1</frompointswimlane>
<topointnormal>-1</topointnormal>
<topointswimlane>-1</topointswimlane>
<to>1164858205749</to>
<sequence>-1</sequence>
<label />
<description />
<done>N</done>
<condition />
<lineWidth>1</lineWidth>
<lineColor>-16777216</lineColor>
</transition>
</transitions>
</process>
</processes>
</processdefinition>
</source>

== code ==

<source lang="c++">int i, n;
if (is_null(zreopen_count)) {
i = 0;
} else {
i = zreopen_count;
}
n = i + 1;
send_wait(0, this, "call_attr", "zreopen_count", "set_val", n, "SURE_SET");</source>

Bop odump

2008-02-11T20:10:46Z

Mitcr01:

Use this command to dump the object information (attributes) from the database. Not quite as useful as [[pdm_extract]] (doesn't support formatting the output and doesn't show by default all fields), but allows the use of references in the object dotted notation.

== Usage ==
pdm_odump <domsrvr_name> <object_factory> <where_clause> [attributes]
<br>
{|
|-
! Parameter
! Description
! Remarks
|-
| <domsrvr_name>
| the name of the object engine that is interrogated.
| '''required''' - usually this is simply '''domsrvr'''
|
|-
| <object_factory>
| the name of the object that you want to dump
| '''required''' for example 'cr', 'chg', 'alg', 'nr'
|-
| <where_clause>
| additional filter for the list, has the form of an SQL 'where' clause
| '''required''' - just put "" for an empty clause
|-
| [attributes]
| list of attributes of the object to return from the search
| the list of attributes is space separated.

|-
|}

== Examples ==
* Dump the Reference number for all Requests:
bop_odmp domsrvr cr "" ref_num

* Dump all Incidents attached to Problem 12 and still active:
bop_odump domsrvr in " problem.ref_num='12' AND active=1 "

* Dump all Requests that belong to an Analyst with the username Fred, show the Affected user name:
bop_odump domsrvr cr " assignee.userid='fred' " customer.combo_name

----
<div align='center'><font color="red">To make corrections or additions to this article, select the ''edit'' tab above.<br>
To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

[[Category:Commands|Commands man]]

Bop odump

2008-02-11T20:09:23Z

Mitcr01:

Use this command to dump the object information (attributes) from the database. Not quite as useful as [[pdm_extract]] (doesn't support formatting the output and doesn't show by default all fields), but allows the use of references in the object dotted notation.

== Usage ==
pdm_odump <domsrvr_name> <object_factory> <where_clause> [attributes]
<br>
{|
|-
! Parameter
! Description
! Remarks
|-
| <domsrvr_name>
| the name of the object engine that is interrogated.
| '''required''' - usually this is simply '''domsrvr'''
|
|-
| <object_factory>
| the name of the object that you want to dump
| '''required''' for example 'cr', 'chg', 'alg', 'nr'
|-
| <where_clause>
| additional filter for the list, has the form of an SQL 'where' clause
| '''required''' - just put "" for an empty clause
|-
| [attributes]
| list of attributes of the object to return from the search
| the list of attributes is space separated.

|-
|}

== Examples ==
* Dump the Reference number for all Requests
bop_odmp domsrvr cr "" ref_num

* Dump all Incidents attached to Problem 12 and still active
bop_odump domsrvr in " problem.ref_num='12' AND active=1 "

* Dump all Requests that belong to an Analyst with the username Fred, show only the close date
bop_odump domsrvr cr " assignee.userid='fred' " close_date

----
<div align='center'><font color="red">To make corrections or additions to this article, select the ''edit'' tab above.<br>
To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

[[Category:Commands|Commands man]]