How can I Change the Incident\Request Status field from Pop Up type to Drop down list ?

Document ID : KB000025217
Last Modified Date : 14/02/2018
Show Technical Document Details

Question:

How can I Change the Incident\Request Status field from Pop Up type to Drop down list ?

Is there any fast path (other than customize the forms) to change from Pop up lists to Drop down lists in field selection?

Answer:

See steps below:

  1. Screenshot of default Status field Pop up type is below:

    Figure 1


  2. To change to Drop down list, you will have to edit the web.cfg file located under "C:\Program Files\CA\Service Desk\bopcfg\www" on both primary and secondaries servers as below :

    Note: be aware that with this change all the Pop up fields where list of values is no greater than 20, will be displayed as Drop down lists, not only the Status field we are referencing here as an example 

    • Go to the parameter in web.cfg file 
      ! SelListCacheMax 10 

    • Remove !

    • Set it to, for example  
      SelListCacheMax 20

  3. Restart when possible the  ServiceDesk service to see the Incident\request status field as a Drop down field as below:

    Figure 2