Service Desk FAQ

How can I determine which Priorities display in the Employee and Customer Interfaces?

In the web.cfg located in $NX_ROOT\bopcfg\www search for CstPrio & EmpPrio. By default, each displays none 3 4 5. Make your changes keeping in mind that number values refer to the enum, not the symbol. Once your changes are complete, recycle services. If using redirect, the web.cfg is replaced with files with a naming schema similar to web1_4_webdir1.cfg.

How can I change the CI Family that a CI Class belongs to?

Get an extract of the ca_resource_family table and obtain the id of the family. Then get an extract of the ca_resource_class table and change the value of the family_id field. When you have made your changes to the ca_resource_class extract, load it back into the database.

Why are Manual Notifications being sent to Analysts but not Employees?

In the details of the Manual Notify Activity Notification, ensure the Internal box is unchecked. Checking this box prevents Access Types that do not permit the viewing of Internal Logs to also not be permitted to receive Manual Notifications.