Difference between revisions of "Add Ticket and CI Links to Announcements"

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Revision as of 06:23, 24 December 2008

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Overview

This article provides instructions on how to insert active links to Requests, Incidents, Problems, Issues, Change Orders, and Configuration Items (aka Assets) to an Announcement.

r11.x Screenshot - Ticket and CI Links in Announcements

Procedures

Step 1. Edit the detail_cnote.htmpl form

In the body of the form, replace the entire bottom of the form beginning with [nowiki][/nowiki] with the content provided below. <source lang="javascript"> <PDM_IF "$env.NX_CMDB" != "STANDALONE"> <PDM_IF "$prop.form_name_3" == "edit">

Insert Object link

<PDM_FORM NAME=INSERT_FORM> <input type=hidden name="KEY.linkItem" id="KEY.linkItem"> <input type=hidden name='SET.linkItem' id='SET.linkItem'> <input type=hidden name="obj_flag" id="obj_flag">

") if ($ACCESS.call_mgr >= 1) { document.write("") if ("$env.NX_OTB_MARKET" == "itil") { document.write("") document.write("") } } document.write(""); if ($ACCESS.change_mgr >= 1) { document.write("") } if ($ACCESS.issue_mgr >= 1) { document.write("") } document.write("") var linktextIdText = detailNextID(1,true); var linktextID = _dtl.currID; document.write("

<script type="text/javascript"> 

   var lookupLinkTextKD;
   var linkTabindexKD;
   if ( ahdtop.cstUsingScreenReader ) {
     lookupLinkTextKD = "Look up Knowledge Doc"
     linkTabindexKD = "";
   }
   else {
     lookupLinkTextKD = " Knowledge Doc"
     linkTabindexKD = " tabindex=" + (++_dtl.tabIndex);
     write_img_link("$CAisd/img/lookup.gif", "KD", "SET.linkItem", "INSERT_FORM", "", "Find KD", 0); 
   }
document.write("<a class=lookup" + linkTabindexKD + " style='font-size:1.0em;' href='javascript:void(0)' onClick=\"popup_search('KD','SET.linkItem', 'INSERT_FORM', , 0);return false\">" + lookupLinkTextKD + "</a>		"); 
   var lookupLinkTextCR;
   var linkTabindexCR;
   if ( ahdtop.cstUsingScreenReader ) {
     lookupLinkTextCR = "Look up Request"
     linkTabindexCR = "";
   }
   else {
     lookupLinkTextCR = " Request"
     linkTabindexCR = " tabindex=" + (++_dtl.tabIndex);
     write_img_link("$CAisd/img/lookup.gif", "CR", "SET.linkItem", "INSERT_FORM", "", "Find CR", 0); 
   }
document.write("<a class=lookup" + linkTabindexCR + " style='font-size:1.0em;' href='javascript:void(0)' onClick=\"popup_search('CR','SET.linkItem', 'INSERT_FORM', , 0);return false\">" + lookupLinkTextCR + "</a>		"); 
   var lookupLinkTextIN;
   var linkTabindexIN;
   if ( ahdtop.cstUsingScreenReader ) {
     lookupLinkTextIN = "Look up Incident"
     linkTabindexIN = "";
   }
   else {
     lookupLinkTextIN = " Incident"
     linkTabindexIN = " tabindex=" + (++_dtl.tabIndex);
     write_img_link("$CAisd/img/lookup.gif", "IN", "SET.linkItem", "INSERT_FORM", "", "Find IN", 0); 
   }
document.write("<a class=lookup" + linkTabindexIN + " style='font-size:1.0em;' href='javascript:void(0)' onClick=\"popup_search('IN','SET.linkItem', 'INSERT_FORM', , 0);return false\">" + lookupLinkTextIN + "</a>		"); 
   var lookupLinkTextPR;
   var linkTabindexPR;
   if ( ahdtop.cstUsingScreenReader ) {
     lookupLinkTextPR = "Look up Problem"
     linkTabindexPR = "";
   }
   else {
     lookupLinkTextPR = " Problem"
     linkTabindexPR = " tabindex=" + (++_dtl.tabIndex);
     write_img_link("$CAisd/img/lookup.gif", "PR", "SET.linkItem", "INSERT_FORM", "", "Find PR", 0); 
   }
document.write("<a class=lookup" + linkTabindexPR + " style='font-size:1.0em;' href='javascript:void(0)' onClick=\"popup_search('PR','SET.linkItem', 'INSERT_FORM', , 0);return false\">" + lookupLinkTextPR + "</a>
"); 
   var lookupLinkTextCHG;
   var linkTabindexCHG;
   if ( ahdtop.cstUsingScreenReader ) {
     lookupLinkTextCHG = "Look up Change"
     linkTabindexCHG = "";
   }
   else {
     lookupLinkTextCHG = " Change Order"
     linkTabindexCHG = " tabindex=" + (++_dtl.tabIndex);
     write_img_link("$CAisd/img/lookup.gif", "CHG", "SET.linkItem", "INSERT_FORM", "", "Find CHG", 0); 
   }
document.write("<a class=lookup" + linkTabindexCHG + " style='font-size:1.0em;' href='javascript:void(0)' onClick=\"popup_search('CHG','SET.linkItem', 'INSERT_FORM', , 0);return false\">" + lookupLinkTextCHG + "</a>		"); 
   var lookupLinkTextISS;
   var linkTabindexISS;
   if ( ahdtop.cstUsingScreenReader ) {
     lookupLinkTextISS = "Look up Issue"
     linkTabindexISS = "";
   }
   else {
     lookupLinkTextISS = " Issue"
     linkTabindexISS = " tabindex=" + (++_dtl.tabIndex);
     write_img_link("$CAisd/img/lookup.gif", "ISS", "SET.linkItem", "INSERT_FORM", "", "Find ISS", 0); 
   }
document.write("<a class=lookup" + linkTabindexISS + " style='font-size:1.0em;' href='javascript:void(0)' onClick=\"popup_search('ISS','SET.linkItem', 'INSERT_FORM', , 0);return false\">" + lookupLinkTextISS + "</a>		"); 
   var lookupLinkTextNR;
   var linkTabindexNR;
   if ( ahdtop.cstUsingScreenReader ) {

if ("$env.NX_OTB_MARKET" == "itil") { 

     lookupLinkTextNR = "Look up Configuration Item"

} else { 

     lookupLinkTextNR = "Look up Asset"

} 

     linkTabindexNR = "";
   }
   else {

if ("$env.NX_OTB_MARKET" == "itil") { 

     lookupLinkTextNR = " Configuration Item"

} else { 

     lookupLinkTextNR = " Asset"

} 

     linkTabindexNR = " tabindex=" + (++_dtl.tabIndex);
     write_img_link("$CAisd/img/lookup.gif", "NR", "SET.linkItem", "INSERT_FORM", "", "Find NR", 0); 
   }
document.write("<a class=lookup" + linkTabindexNR + " style='font-size:1.0em;' href='javascript:void(0)' onClick=\"popup_search('NR','SET.linkItem', 'INSERT_FORM', , 0);return false\">" + lookupLinkTextNR + "</a>
\n"+ ""); var text = "" + "" + "" + ""; document.write(text); document.write(""); </script> </tr>
" +

"Link Destination" +

"		<label for='" + linktextID + "'>Link Text</label>
"+ "" + 
     "<input" + linktextIdText + " type=text size=60 name=" +
linktextID + " value=>

");

ImgBtnCreate("InsertItem", "Insert Link", "javascript:do_insert()", false, 0);

document.write("

<script type="text/javascript">

// To capture persid of returned item var curPersid = ""; function backfill_event(momform, field_name, what2fill, persid, rel_attr_val) {

if ( field_name == "SET.linkItem" && 

    typeof persid == "string" && persid.length > 0 ) {

var commonName = document.getElementById("SET.linkItem").value; ImgBtnEnableButton("InsertItem"); curPersid = persid; var currId = persid.substring(3); var obj = persid.substring(0,2); document.getElementById("SET.linkItem").value = currId; document.getElementById("obj_flag").value = obj; if ( obj == "KD") { document.getElementById("linkitemID").innerHTML = "Doc " + currId; } else { var obj_desc = ""; switch ( obj ) { case "cr" : obj_desc = "Req/Inc/Prb "; break; case "ch" : obj_desc = "Change "; break; case "is" : obj_desc = "Issue "; break; case "nr" : obj_desc = "Config. Item "; break; 

        }

document.getElementById("linkitemID").innerHTML = obj_desc + commonName; } var e = document.getElementById(linktextID); e.value = commonName; e.focus(); } }

// Inserts and HTML link into the announcement text function do_insert() {

if (null != curPersid && curPersid.length > 0) {

var key_val = document.getElementById(linktextID).value; if (typeof key_val == "undefined" || key_val == null || key_val.length <= 0) {

alert(msgtext(727)); return; }

var el_text = findElem("SET.text"); var doc_id = curPersid.match(/[0-9]+/);

if (document.getElementById("obj_flag").value == "KD") { var link_txt = "<A HREF=\"javascript:OpenDocumentViewer(" + doc_id + ", 2);\">"; } else { var link_txt = "<A HREF=\"javascript:showDetailWithPersid('" + curPersid + "');\">"; } link_txt += key_val + "</a>";

el_text.value = el_text.value + link_txt;

} } </script> </pdm_form>

</PDM_IF> </pdm_if>

<PDM_INCLUDE FILE=std_footer.htmpl> </BODY> </HTML></source>

For r11.x releases it is recommended that you edit your pages via the Web Screen Painter.

Step 2. Clear the web cache

The final step is to clear Service Desk's cache. The methods vary depending on release.

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

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