Is it possible to show multiple lines per ticket in a list screen instead of 1 line? Is there the way to stop the collapse of the fields?

Document ID : KB000050171
Last Modified Date : 14/02/2018
Show Technical Document Details

Description:

This document shows how to display multiple lines per ticket in a list screen instead of a single line. It shows how to stop the collapse of the fields.

In Service Desk Manager R12.5 CA SDM, the entries in a ticket list may appear in 2 lines. For example, Figure 1 shows an Incident List in SDM r12.5 CA SDM.

Figure 1. List screen on SDM r12.5 CA SDM

Figure 1

SDM r12.6 CA SDM CA SDM has a new feature called 'Data grid list' and it collapses some fields in the list screen as shown in Figure 2 and Figure 3. When you click the '+' icon, you can see all of the collapsed fields.

Figure 2. List screen on SDM r12.6 CA SDM CA SDM - Collapsed fields.

Figure 2

Figure3. Expand the collapsed fields by clicking the '+' button.

Figure 3

Solution:

SDM r12.6 CA SDM CA SDM does not provide a configurable option to display 2 lines instead of 1 line per ticket.

However, in order to prevent the fields from being collapsed for each entry in the Incident List, you can follow the customization steps below. Similar steps can be followed for other ticket types such as problems and requests.

  1. Open the Web Screen Painter(WSP).

  2. Open the list_in.htmpl file.

  3. Click the source tab.

  4. Modify the following line as below and save the list_in.htmpl. The modification is to change 'startrow=yes' to 'startrow=no'.

    [Before]
    <PDM_MACRO name=lsCol attr=open_date label="Open Date" startrow=yes>

    [After]
    <PDM_MACRO name=lsCol attr=open_date label="Open Date" startrow=no>

  5. Click on File in the WSP menu and then select Publish.

    All fields for each incident in the list will now be displayed on a single line as in Figure 4.

    Figure 4. Customizations applied to r12.6 CA SDM CA SDM to not use the collapse feature.

    Figure 4

Important Note: This customization is a suggestion only. It may or may not work after applying patches or after upgrading the product.