How do I hide CA Service Desk Manager (CA SDM) Impact values that my Organization does not use?

Document ID : KB000040532
Last Modified Date : 14/02/2018
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How do I hide CA Service Desk Manager (CA SDM) Impact values that my Organization does not use?


In order to hide the unused CA SDM Impact values, it is necessary to modify the form for ticket type you would like to hide Impact values on.

For example, Incident Form = detail_in.htmpl, Problem Form = detail_pr.htmpl, Request Form = detail_cr.htmpl

The Impact values will need to be referenced by their “id” values as per the extract below:

id            del          enum             sym                                        nx_desc                                                           value

1600       0              1              5-One person                    Impacts service used by one person                                5

1601       0              2              4-Small Group                   Impacts service used by a small group                            4

1602       0              3              3-Single Group                  Impacts service used by a single group                           3

1603       0              4              2-Multiple Groups           Impacts service used by multiple groups                            2

1604       0              5              1-Entire organization      Impacts service used by the entire org                                1

1605       0              0              None                                     Impact is unassigned                                                0


1.  Open the relevant form in Web Screen Painter.

2.  Find the line containing the following in the source tab. 


Modify this line, append a whereclause to the end of the line before the >. The whereclause will denote the Impact values that will be displayed.

i.e.  whereclause="id = 1600 or id = 1602 or id=1604"

3.  File menu --> Publish

4.  Run pdm_webcache

5.  Clear the browser cache.

The modified form will now only display the selected Impact ids. The Priority Calculation works with this customization as of today. The priority calculation matrix will need to be modified to accommodate the hidden values

Note: This document is provided as an example of a customization. There may be limitations to the support for this customization.  As with all CA SDM changes, please test the behavior in a non-PROD environment before implementing in a CA SDM production system.