Administration › Options Manager › Request Mgr Options

Request Mgr Options

The following options control the request manager functionality of CA SDM:

Area_Defaults

Determines what happens when the Request Area field is specified on a Request Detail page.

A Request Area can have a default assignee and group. When this option is activated, the Request Detail assignee and group are populated with the Request Area defaults.

Assignee_set

Sets the assignee for requests to that of the logged in user, when the user is an analyst. If the option is installed, when an analyst creates a request, it is assigned automatically to that analyst.

autoasg_ci_assign_lowest_agt

Enables the CI-based auto-assignment to assign an analyst from group. The analyst must have active Status as Active and Available as Yes. The tickets assigned to all of the analysts that meet this criteria are counted but the first one encountered with the least number of tickets assigned to them is assigned to the ticket. You have to install this option to use it. After installing, this option restart the CA SDM servers.

autoasg_override

Controls how Auto Assignment handles a Request that is created with an Assignee, Group, or both. Customize your system by setting this option to one of the following values:

• Uses the existing Assignee, Group, or both. Auto Assignment processing does not occur if the Assignee, Group, or both was set during the creation of the Request.
• Ignores the existing Assignee, Group, or both. Auto Assignment processing occurs and attempts to find an Assignee, Group, or both.

The Assignee, Group, or both can be set in various ways:

• Manually by the Analyst
• Area Defaults and the Assignee set options
• Request Templates
• Uninstalling this option causes it to operate in its default mode, which is 0.

Auto Events

Automatically attach events to newly created requests. This is specified using three options:

• auto_events—Installs or uninstalls the option itself.
• auto_events_count—Specifies the number of events attached.
• auto_events_name—Specifies the format of a name for the attached events.

Event names to be attached are constructed by joining the auto_events_name to a number ranging from 1 to auto_events_count. For example:

• auto_events_name is "Auto Event"

• auto_events_count is "3"

With these settings, installing the auto_events option causes the following events to be attached to all new requests:

• Auto Event 1
• Auto Event 2
• Auto Event 3

To complete the implementation of this option, define an event with these names.

clear_scratch_pad

Clears the Scratch Pad text is after creating a request. The default behavior is to apply the Scratch Pad text to all new requests.

cr_allow_sla_downgrade

Alters the behavior of the CR SLA Option by allowing the system to downgrade a request Service Type automatically.

The CR SLA Option selects the best Service Type from among several request attributes, but never replace the request current Service Type with a type of lesser rank. If this option is installed, the Service Types for all affected attributes are evaluated whenever one of the attributes changes. The request Service Type is set to the highest ranked type found, even if the new Service Type is lesser in rank than the request current Service Type.

The Service Type with the smallest Rank value is considered the best service. If all the Service Types considered are equal in Rank (including Service Types with empty Rank values), the Service Type created first in the database is selected.

The CR SLA Option must be installed for this option to function correctly.

cr_sla

Selects the best Service Type from among several request attributes, and never replace the request current Service Type with a type of lesser rank. The Service Type with the smallest Rank value is considered the best service. If all the Service Types considered are equal in Rank (including Service Types with empty Rank values), the Service Type created first in the database is selected.

efficiency_tracking

Specifies Efficiency Tracking, which lets analysts use options to track incidents. This option displays the Show Efficiency Tracking tab on the Incident Detail page.

employee_intf_incident_support

Displays the Incident, Request, or both ticket types for users logged in under the Employee interface type. You can select one of the following Option Values:

• Incident only
• Request only
• Incident and Request

Note: The employee_intf_incident_support option is installed during CA SDM installation and cannot be uninstalled.

force_resolution_code

Specifies how the Resolution Code field value is handled for requests and incidents when an analyst closes a request or an incident.

• If this option is not installed, the resolution code values of all children remain unchanged.
• If the option is installed, the resolution code value of the parent is propagated to its children.

When this option is installed, select one of the following values:

• Empty—The resolution code value of the parent is forced to the children only when the child does not have a value for the resolution code field. The option does not overwrite an existing resolution code value. This is the default value.
• All—The resolution code value of the parent is forced to all children even if they already have a value for the resolution code field. The option overwrites the current value with the value of the parent.

force_resolution_method

Specifies how the Resolution Method field value is handled for requests and incidents when an analyst closes a request or an incident.

• If this option is not installed, the resolution method values of all children remain unchanged.
• If the option is installed, the resolution method value of the parent is propagated to its children.

When this option is installed, select one of the following values:

• Empty—The resolution method value of the parent is forced to the children only when the child does not have a value for the resolution method field. The option does not overwrite an existing resolution method value. This is the default value.
• All—The resolution method value of the parent is forced to all children even if they already have a value for the resolution method field. The option overwrites the current value with the value of the parent.

guest_intf_incident_support

Displays the Incident, Request, or both ticket types for users logged in under the Guest interface type. You can select one of the following Option Values:

• Incident only
• Request only
• Incident and Request

Note: The guest_intf_incident_support option is installed during CA SDM installation and cannot be uninstalled.

monitor_joins

Specifies whether to monitor joined tables for updates to dynamic lists.

Updates to another table can affect the contents of a list. This effect often occurs when you use data partition view constraints containing a join. For example, a view constraint on change orders/issues where:

 assignee.organization = @root.organization

results in a join from the Change_Request table to the Contact table in all change order, issue, or both lists.

Keeping a change order or issue list containing this constraint up-to-date requires monitoring updates to the Contact table, and refreshing the list whenever a contact changes its organization/business. The result can be that a large number of lists updating simultaneously after an update to a joined table, with a possible performance degradation while the update is occurring. The monitor joins option allows the list updating (and the monitoring of the joined table) to be suppressed at sites where the up-to-date accuracy of such lists is less important than the performance degradation.

Netres_pty

Escalates a request based on the associated asset. If you specify an asset with a Priority greater than the Priority on the request, the request Priority is set to match the asset. An escalation activity is not created. This option does not override a Priority that you manually specified on the Request Detail page during the same editing session.

require_incident_assignee

Prohibits incidents with no value in the Assignee field from being saved.

require_incident_group

Prohibits incidents with no value in the Group field from being saved.

require_problem_assignee

Prohibits problems with no value in the Assignee field from being saved.

require_problem_group

Prohibits problems with no value in the Group field from being saved.

require_request_assignee

Prohibits requests with no value in the Assignee field from being saved.

require_request_group

Prohibits requests with no value in the Group field from being saved.

urgency_on_employee

Specifies whether to show the Urgency field on Self Service incidents or requests. When the urgency_on_employee option is not installed, the Priority field appears on Self Service incidents or requests. When urgency_on employee option is installed, the Urgency field appears instead of the Priority field. The range of Urgency values are based on web.cfg settings.

use_incident_priority

Specifies whether to calculate the Incident Priority field on the Incident Detail page. When the administrator uses Web Screen Painter to add the Incident Priority field, the Incident Priority field appears on the Incident Detail page. When the use_incident_priority option is not installed, the Incident Priority value calculated is zero. When the use_incident_priority option is installed the Incident Priority calculates as the sum of the Urgency and Impact values.