Priority and Impact Default to Empty

This article provides instructions for setting the default value of Priority and Impact to <empty>.

Step 1. Create the trigger

This step is to create the trigger that will initiate the script. The methods used to implement the trigger vary based on the Service Desk release.

For r11.x releases triggers are created via the Schema Designer utility. Simply add the following code as a Site-Defined Trigger to the desired table.

CODE

POST_CI val_fieldupdate_site(persistent_id, audit_userid, CHANGED_ONLY, customfield1, customfield2, customfield3) 57 FILTER(EVENT("UPDATE"));

Note: This code will work for all ticket types.

For older releases triggers are made by creating a .mod file and placing it in the NX_ROOT/site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'.

CODE

MODIFY cr POST_CI val_fieldupdate_site(persistent_id, audit_userid, CHANGED_ONLY, customfield1, customfield2, customfield3) 57 FILTER(EVENT("UPDATE"));

Note: This code works for Requests, Incidents, and Problems. Change the 'cr' to 'chg' for Change Orders or 'iss' for Issues.

Step 2. Publish the Schema changes

The methods used to publish schema changes vary based on the Service Desk release.

For r11.x releases, follow these steps:

1. Save your Schema changes
2. Stop the Service Desk service
3. Run pdm_publish from a command line
4. Start the Service Desk service

For older release recycle the Service Desk service.