How to remove the Urgency field from the CA Service Desk Manager (CA SDM) Employee Interface

Document ID : KB000048427
Last Modified Date : 14/02/2018
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Note: The solution below describes a form customization. It is highly recommended you test this thoroughly, especially if you are using Priority Calculation.

  1. Launch the CA SDM Web Screen Painter

  2. Open the Employee version of the detail_in.htmpl form as shown in Figure 1

    Figure 1
    Figure 1

  3. Find and then remove the following lines

    <PDM_MACRO name=dtlReadonly hdr="Urgency" attr="urgency">
    detailDropdown("Urgency", "urgency","pri", 1, 20, true, "$args.urgency.persistent_id", def_urg_enum, "no", "$args.urgency.COMMON_NAME_ATTR", def_urg_sym, "", "", "no", "", "", "",
    urg_string );

  4. Open the Employee version of the detail_cr.htmpl form and repeat step #3

  5. Save (FILE->SAVE) and Publish (FILE -> PUBLISH) the changes

  6. Run the PDM_WEBCACHE -H command on the CA SDM server(s)

  7. Clear web browser cache and access CA SDM as an Employee user and verify that the Urgency and Priority fields are no longer seen