Jump to content
  • Welcome to ServiceDeskUsers.com, a user community for CA Service Desk Manager.  This community is created by users for users.

  • Get LinkedIn

    Get LinkedIn to the ServiceDeskUsers Group

  • Popular Contributors

  • Posts

    • HI!  I need some help with the creation of a button to copy requests I modified the detail_cr from with this. <form name="frm003">
      <input type="hidden" name="SET.requested_by" value="$args.requested_by">
      <input type="hidden" name="requested_by_combo_name" value="$args.requested_by.combo_name">
      <input type="hidden" name="SET.customer" value="$args.customer">
      <input type="hidden" name="customer_combo_name" value="$args.customer.combo_name">
      <input type="hidden" name="SET.assignee" value="$args.assignee">
      <input type="hidden" name="assignee_combo_name" value="$args.assignee.combo_name">
      <input type="hidden" name="SET.group" value="$args.group">
      <input type="hidden" name="group_combo_name" value="$args.group.combo_name"> <input type="hidden" name="SET.priority" value="$args.priority">
      <input type="hidden" name="SET.severity" value="$args.severity"> <input type="hidden" name="SET.urgency" value="$args.urgency">
      <input type="hidden" name="SET.impact" value="$args.impact"> <input type="hidden" name="SET.resolution_code" value="$args.resolution_code">
      <input type="hidden" name="KEY.resolution_code" value=<PDM_FMT ESC_STYLE=C>$args.resolution_code.sym</PDM_FMT>> <input type="hidden" name="SET.resolution_method" value="$args.resolution_method">
      <input type="hidden" name="SET.change" value="$args.change">
      <input type="hidden" name="KEY.change" value="$args.change.chg_ref_num"> <input type="hidden" name="SET.caused_by_chg" value="$args.caused_by_chg">
      <input type="hidden" name="KEY.caused_by_chg" value="$args.caused_by_chg.chg_ref_num"> <input type="hidden" name="SET.affected_resource" value="$args.affected_resource">
      <input type="hidden" name="KEY.affected_resource" value=<PDM_FMT ESC_STYLE=C>"$args.affected_resource.COMMON_NAME"</PDM_FMT>>
      <input type="hidden" name="SET.parent" value="$args.persistent_id">
      <input type="hidden" name="KEY.parent" value="$args.ref_num"> <input type="hidden" name="SET.category" value="$args.category">
      <input type="hidden" name="KEY.category" value=<PDM_FMT ESC_STYLE=C>$args.category.sym</PDM_FMT>> <input type="hidden" name="SET.summary" value=<PDM_FMT ESC_STYLE=JS2>"$args.summary"</PDM_FMT>>
      <input type="hidden" name="SET.description" value=<PDM_FMT ESC_STYLE=JS2>"$args.description 
      (creado a partir de la solicitud $args.ref_num)"</PDM_FMT>>
      </form>
        And then i created the button as follows
      <PDM_MACRO name=button Caption="Crear copia[!eaI]" Func="create_new('cr',0,0,0,'PRESET=type:R','INITFROM=frm003')" hotkey_name="Create copia[!eaI]" ID=ITIL_REQUEST> It works, a new request is created with all the fields charged from the original ticket. The problem is with the attached files and the properties, if i have a ticket with properties or attached files it does not go to the copy request. How i can attached the files of the original ticket to the copy? How i can pass the properties of the original ticket to the copy?
      Thanks
    • I want to know if it is possible to transfer child tickets at the same time the parent is being transfered to another group, because right know  manual intervention is needed, I was wondering if it can be done by spel code or maybe by CA IT PAM operator. This is having and impact because we have parent tickets with 100 child tickets and each one must be tranefered one by one to assign its corresponding group, besides when we go to the xtraction dashbord the information is not reliable because some of the child tickets remain in the original group were they were created. Any tip will be really appriciated.
    • Hi All, We have CA SDM 12.9 in our production environment. We have a requirement - change calendar to display / list change order tickets(CRN) that are scheduled today (Actual Start Date) and other CRN's with other dates should not be visible. How to achieve this.
    • Thank you cdtj, your answer made me realise I was looking at the wrong line 🤦‍♂️ The problem was that after the send_wait I was trying to get the parent column directly from the msg[0], adding this line solved it. send_wait(0, bm_list, "dob_by_index", "DEFAULT", 0, 0); where bm_list is a variable where I've stored the result of the list (that msg[0]). After this now I can get the column from msg[0] without problems.
    • Hi, is that code part from line 46? you can try to add: int msg_i; if (msg_error()) { for (msg_i = 0; msg_i < msg_length(); msg_i++) { logf(ERROR, "%s > msg[%d]: %s", persistnet_id, msg_i, (string)msg[msg_i]); } } else { for (msg_i = 0; msg_i < msg_length(); msg_i++) { logf(SIGNIFICANT, "%s > msg[%d]: %s", persistnet_id, msg_i, (string)msg[msg_i]); } } after send_wait call to get more detailed log. Regards.
×