How to disable the "log comment" activity log when an employee type user opens a new ticket?

Document ID : KB000048456
Last Modified Date : 14/02/2018
Show Technical Document Details

Description:

With the option prompt_for_knowledge installed, every time an employee type user creates a ticket, Service Desk prompts for a Knowledge search and this is logged as "log comment" in the ticket activity log, which results in email notification sent to certain configured users.

This technical document gives the steps on to disable the "log comment" activity log so notifications will not send while still allow to prompt for KD search. Many SD administrators don't think this notification is necessary.

Note: This is just a code sample to help users, and not directly supported by CA Support

Solution:

Follow these steps:

  1. copy the detail_KD.htmpl file from the default bopcfg location into corresponding site\mods location, if it is not in the site\mods location already

  2. open detail_KD.htmpl file in the site\mods location, and do the following changes:

    change:

          <input type="hidden" name="CREATE_ALG" value="LOG">

    to:

          <input type="hidden" name="XXX_CREATE_ALG" value="LOG_XXX">

    and change:

          <SCRIPT>      if(typeof ahdtop.checked_knowledge=="boolean" && ahdtop.checked_knowledge==true)      docWriteln("<input type=\"hidden\" name=\"ALG_PRESET\" value=\"description:Client tried searching for a solution\">");      else      docWriteln("<input type=\"hidden\" name=\"ALG_PRESET\" value=\"description:Client did not check the knowledge base\">");      </SCRIPT>

    to

          <SCRIPT>	      if(typeof ahdtop.checked_knowledge=="boolean" && ahdtop.checked_knowledge==true)      docWriteln("<input type=\"hidden\" name=\"XXX_ALG_PRESET\" value=\"description:Client tried searching for a solution\">");      else      docWriteln("<input type=\"hidden\" name=\"XXX_ALG_PRESET\" value=\"description:Client did not check the knowledge base\">");      </SCRIPT>

    save and close the file.

  3. Run "pdm_webcache -H" from the Service Desk server

  4. Optional: run "pdm_webcache -b" from the Service Desk server

    The "-b" switch will notify users that they need to clear their browser cache when they login.

  5. Repeat steps 1 to 4 for each CA Service Desk Manager servers, including the primary server and all secondary servers.