Simplified Child Creation

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Overview

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.

Procedures

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_tab.htmpl for Requests, in_relreq_tab.htmpl for Incidents, or pr_relreq_tab.htmpl for Problems. <source lang="html4strict"> <PDM_IF $args.id != 0> ImgBtnCreate("makechild", "Create Child",

            "create_new('cr',0,0,0,'PRESET=type:$args.type','INITFROM=make_child')",
            true, 0,"Create a Child");

</PDM_IF> </source>

For Change Orders:
Add the following code to chg_relchg.htmpl. <source lang="html4strict"> <PDM_IF $args.id != 0> ImgBtnCreate("makechild", "Create Child",

            "create_new('chg',0,0,0,,'INITFROM=make_child')",
            true, 0,"Create a Child");

</PDM_IF> </source>

For Issues:
Add the following code to iss_reliss_tab.htmpl. <source lang="html4strict"> <PDM_IF $args.id != 0> ImgBtnCreate("makechild", "Create Child",

            "create_new('iss',0,0,0,,'INITFROM=make_child')",
            true, 0,"Create a Child");

</PDM_IF> </source>

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
Request	detail_cr.htmpl
Incident	detail_in.htmpl
Problem	detail_pr.htmpl
Change Order	detail_chg.htmpl
Issue	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. Search the file you are editing for "<CENTER>" and place the make_child form after it. <source lang="html4strict"> <FORM NAME="make_child"> <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> </source>

Note: For COs only, replace all instances of $args.ref_num with $args.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 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.