Control the Request Areas Displayed to the End Users

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Overview

This article provides instructions for controlling the Request Areas that are visible to the End Users via the Employee Interface.

Procedures

Step 1. Create new field

r11.x Screenshot - Add Column

The methods used to create new tables columns vary based on the Service Desk release.

For r11.x releases, follow these steps:

1. Launch the Web Screen Painter then the Schema Designer
2. Add a column per the image to the right.
3. Save and Publish your Schema changes
4. Stop the Service Desk service
5. Run pdm_publish from a command line
6. Start the Service Desk service

For older releases, follow these steps:

1. Create a .sch file with the following syntax and place it in the $NX_ROOT/site/mods directory. Name the .sch anything you like, but it is recommended that it be preceded with a 'z'. <source lang="javascript">TABLE Prob_Category {

 zemp_view	INTEGER REF Boolean_Table;

}</source>

2. Create a .mod file with the following syntax and place 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'. <source lang="javascript">OBJECT pcat {

 ATTRIBUTES Prob_Category {
   zemp_view SREL bool
     REQUIRED
     {
     ON_NEW DEFAULT 0;
     };
 };

};</source> 3. Run a pdm_extract command of the target table. Example:

pdm_extract Prob_Category > Prob_Category.txt

4. Run the Configuration Utility and do not start the Service Desk services.

5. Run a build command of the target table. Example:

sqlbuild -p Prob_Category AHD "C:\Program Files\CA\Unicenter ServicePlus Service Desk\site\ddict.sch"

6. Start the Service Desk services

7. Run a pdm_load command of the previously extracted data. Example:

pdm_load -f Prob_Category.txt -v

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 (Applicable if you made changes via WSP)
4. Start the Service Desk service

For older releases recycle the Service Desk service.

Step 3. Modify detail_pcat.htmpl

Modify the detail_pcat.htmpl in the Analyst Interface by adding a checkbox.

<source lang="html4strict"> <PDM_MACRO NAME=dtlCheckbox hdr="Employee View" attr=zemp_view on=Yes off=No> </source>

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

Step 4. Create the Data Partition Constraint

Create a VIEW Constraint on the Prob_Category table for the Employee Data Partition with the following syntax: zemp_view = 1

Step 5. Recycle the Service Desk Service

After recycling the Services, your Constraint will be active.