Difference between revisions of "Simplified Child Creation"
(→Step 2. Create the form) |
(→Step 2. Create the form) |
||
| Line 29: | Line 29: | ||
|- | |- | ||
! Ticket Type | ! Ticket Type | ||
| − | ! | + | ! Detail Page File Name |
|- | |- | ||
| Requests | | Requests | ||
Revision as of 18:32, 14 January 2008
This article contains instructions for expediting the child creation process by using information from the parent ticket.
This customization is known to work in all currently supported releases of Service Desk.
Step 1. Create the button
The first step is to add a "Create a Child" button to the Parent/Child tab.
For Requests, Incidents, and Problems:
Add the following code to cr_relreq.htmpl for Requests, in_relreq.htmpl for Incidents, or pr_relreq.htmpl for Problems.
ImgBtnCreate("makechild", "Create Child", "create_new('cr',0,0,0,'PRESET=type:$args.type','INITFROM=make_child')", true, 0,"Create a Child");
</PDM_IF>
For Change Orders:
Add the following code to chg_relchg.htmpl.
ImgBtnCreate("makechild", "Create Child", "create_new('chg',0,0,0,'','INITFROM=make_child')", true, 0,"Create a Child");
</PDM_IF>
For Issues:
Add the following code to iss_reliss.htmpl.
ImgBtnCreate("makechild", "Create Child", "create_new('iss',0,0,0,'','INITFROM=make_child')", true, 0,"Create a Child");
</PDM_IF>
For r11.x releases it is recommended that you edit your pages via the Web Screen Painter. For older releases you must edit the files directly.
Step 2. Create the form
The next step is to add a "make_child" form to the main detail page.
| Ticket Type | Detail Page File Name |
|---|---|
| Requests | detail_cr.htmpl |
| Incidents | detail_in.htmpl |
| Problems | detail_pr.htmpl |
| Change Orders | detail_chg.htmpl |
| Issues | detail_iss.htmpl |
The following code provides a few examples of setting name fields, searchable fields, drop-down lists, and free-text fields. Use the examples provided here or add your own. However, you must include the lines presented in red. Search the file you are editing for "frm002" and place the make_child form before it.
<INPUT TYPE=hidden NAME=SET.parent VALUE="$args.persistent_id">
<INPUT TYPE=hidden NAME=KEY.parent VALUE="$args.ref_num">
<INPUT TYPE=hidden NAME=SET.customer VALUE="$args.customer">
<INPUT TYPE=hidden NAME=customer_combo_name VALUE="$args.customer.combo_name">
<INPUT TYPE=hidden NAME=SET.category VALUE="$args.category">
<INPUT TYPE=hidden NAME=KEY.category VALUE="$args.category.sym">
<INPUT TYPE=hidden NAME=SET.priority VALUE="$args.priority">
<INPUT TYPE=hidden NAME=SET.description VALUE=<PDM_FMT ESC_STYLE=HTML>"$args.description (created as a child from $args.ref_num)"</PDM_FMT>>
</FORM>
Note: For COs only, replace ref_num with chg_ref_num.
Step 3. Clear the web cache
The final step is to clear Service Desk's cache. The methods vary depending on release.
For r11.x releases of Service Desk:
Publish your changes via the Web Screen Painter. The process of publishing automatically initiates a pdm_webcache.
For older releases:
Execute pdm_webcache from a command prompt on the Primary Server. There is no need to run this command on the Secondary Servers.
