Sample Customizations
From SDU
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Overview
Customizations are regarded as changes to the system that are not supportable by CA.
List of Customizations
SDU Enhancement Pack 1 for r12
- Action Macro to Log Solution and Resolve Ticket
- Add Checkbox, Date, Drop-down, Lookup, Readonly and Text Fields to Properties
- Add Contact Search to Employee/Customer Interface
- Add Custom Activity Log Action Macro
- Add Log Entry for Updates to Custom Fields
- Add Log Entry When a Property Value Changes on a Ticket
- Add Personalized Response to Manual Notification
- Add Posted By to Announcements Page
- Add Properties Count to Area/Category List
- Add Ticket and CI Links to Announcements
- Add Workflow to Employee/Customer Interface
- Attachments on Configuration Items and Attachments on Configuration Items for r12.5 and above
- Attachments on Contacts
- Auto-fill Fields Left Blank
- Automatically Attach an Asset/CI to a Change Order or Issue
- Automatically Remove Attached Events
- Automatically Set Assignee to Closing Analyst
- Automatically Set System Generated Activities to Internal
- Changing Announcements Order By
- Changing Error Alert Color and adding Error Alert Pop-ups
- Changing Requests to Incidents
- Changing Display of Contacts
- Conditional Display of Drop-Down Content
- Conditionally Attach an Event
- Control the Request Areas Displayed to the End Users
- Count Ticket Reopens
- Custom Lookup method for TextAPI
- Displaying the System and User Descriptions in the Activity Log
- Display Web Site within Service Desk
- Default Properties Tab on New Ticket Creation
- Generate Notifications Only for Employee Comments
- Increasing Default Field Size
- List Tickets ORDER BY Group
- Make a Field Conditionally Required
- Modify Action and Condition Macros via the GUI
- Only Assignee can Close
- Prevent Close of Requests/Incidents/Problems if Change Order is Active
- Prevent Update to Past Activities
- Propagate Solution to Children
- Propagate Status to Children
- Priority and Impact Default to Empty
- Refresh Customer Info Before Saving the Ticket
- Remove Second Message on Timeout
- Remove SLA Violation from Employee View
- Require a Solution in Order to Resolve
- Require Assignee to be a Member of the selected Group
- Search Requests, Incidents, and Problems Simultaneously for Ticket Number
- Send Notification at Callback Time
- Send Notification to CI's Attached Contacts
- Send Survey based on Variables
- Separate Prefixes for Requests, Incidents, and Problems
- Set Defaults on Manual Notify
- Set Priority Based on Urgency and Impact
- Set Request/Incident/Problem Status from Change Order
- Set Request/Incident/Problem Status on Dispatch Change
- Simplified Child Creation
- Single Sign-on with Cookies
- EIAM Services dont start on fresh install
- SPELL CODE to Make ACT / EVT INTERNAL
- SPELL CODE to to add event at 50% and 75% of the time between schedule_start_time and duration
