Administration › Options Manager › Issue Mgr Options

Issue Mgr Options

These options control the issue management functionality:

iss_allow_sla_downgrade

Alters the behavior of the Iss SLA Option by allowing the system to automatically downgrade an issue's Service Type.

The Iss SLA Option selects the best Service Type from among several issue attributes, but cannot replace the issue's 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 issue's Service Type is set to the highest ranked type found, even if the new Service Type is lesser in rank than the issue's 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 Iss SLA Option must be installed for this option to function correctly.

iss_assignee_set

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

Issue Auto Events

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

• iss_auto_events -- Installs or uninstalls the option itself.
• iss_auto_events_count -- Specifies the number of events attached.
• iss_auto_events_name -- Specifies the format of a name for the attached events.

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

• iss_auto_events_name is "Auto Event"
• iss_auto_events_count is "3"

With these settings, installing the iss_auto_events option would cause the following events to be attached to all new issues:

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

To complete the implementation of this option, you must define events with these names.

Iss_Category_Defaults

Determines what happens when the category field is specified on an issue detail page.

A category can have a default assignee, group, and organization/business. When this option is activated, the corresponding fields on the issue detail page are populated with the category defaults, if they have not been manually entered by the user. If these values are filled by the user, the defaulting rule does not apply. Make sure that the default assignee is actually a member of the default group.

iss_sla

Installs the rule for defaulting the Service Type field of an issue. The rule is as follows:

The best service among the priority, requester, affected contact, and category is applied to the issue.

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.

Note: This option is only available if the Classic SLA Processing Option is installed.

require_issue_assignee

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

require_issue_group

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

Important! Installing or uninstalling an option requires you to restart the CA SDM servers. For advanced availability configuration, not all options require you to restart all the servers. Ensure that you read the Server Restart List before restarting any server.