Administration › Options Manager › Request-Change-Issue Options

Request-Change-Issue Options

These options control request, change order, and issue functionality:

activity_log_security

Allows or prevents the Activity Log fields from being edited. The only exception to this option's setting is the Internal field. This is always editable.

Note: The activity_log_security option is installed during installation and cannot be uninstalled.

Any_Contact

Some CA SDM objects restrict field values for Contacts based on Contact Type. This type of restriction is typically found on fields labeled, "Assignee" and only allow Contacts with a Contact Type Analyst. This option removes the contact type restrictions across the entire CA SDM application, allowing any type of contact to be used as an assignee.

classic_sla_processing

Enables the "classic" model of service types and SLA's. This model uses the Rank value for Service Types to determine the correct Type for a ticket. Only one Service Type can be applied to a ticket.

Note: The Chg SLA Option, CR SLA Option, and Iss SLA Option are available if the Classic SLA Processing Option is installed.

delete_null_properties

Determines what happens to the properties when the Change Category, Issue Category, Request Area, Incident Area or Problem Area change and you install the keep_tasks option. A saved ticket with a specified category can have a number of properties and tasks.

If this option is not installed, the following occurs:

• All existing properties are preserved.
• Any new properties, if any, from the new category are added.

If this option is installed, the following occurs:

• All existing properties that contain non-empty values are preserved.
• All existing properties that contain empty values are deleted.
• New properties from the new category, if any, that do not have the same label value as any of the existing kept properties are added.

When new properties are added to a ticket with existing properties, the system automatically adjusts (increases) the sequence numbers of the new properties to ensure they do not conflict with existing properties. The new properties always have greater sequence numbers than the existing ones.

filter_template_search

Filter the initial template search with end user's Organization.

force_rootcause

Specifies how the Root Cause field is handled for requests, change orders, and issues.

• If this option is not installed, the root cause field values of all children are left unchanged.
• If the option is installed, the root cause value of the parent are propagated to its children.

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

• Empty -- The root cause value of the parent are forced onto the children only when the child does not have a value for the root cause field. It does not overwrite an existing root cause value. This is the default.
• All -- The root cause value of the parent is forced onto all children even if they already have a value for the root cause field. It overwrites the current value with the value of the parent.

init_list_search

Performs a search when opening the Request, Change Order, and Issue List pages to display the logged-in user's list of tickets. If this option is not installed, these list pages are blank on opening until the user performs a search.

keep_tasks

Specifies what happens if you move a ticket to a different category or area:

• If keep_tasks is not installed, all existing properties on the ticket are removed. Any properties or tasks associated with the new category or area are added. Tasks with a status of Wait are removed. Tasks with any other status are retained.
• If keep_tasks is installed, all existing properties and tasks on the ticket are retained. Any properties or tasks associated with the new category or area are added.

Note: When new properties or tasks are added to a ticket with existing properties or tasks, the sequence numbers are automatically adjusted to prevent conflict. New properties and tasks are always assigned greater sequence numbers than the existing ones.

leave_children_open

Keeps child incidents, requests, problems, changes, or issues, open when the parent is closed.  

lex_lang

Allows you to select the language to be used for spell checking. Default is US-English.

This option sets the NX_LEX_LANG variable located in the NX.env configuration file.

sla_workshift_override

Use this option to default the workshift for Service Type Events.

• When this option is not installed, events for a Service Type always uses the workshift specified each event's template.
• Installing this option defaults the workshift for Service Type Events to the workshift specified on the Service Type. The default occurs only when the event does not specify its own workshift. If an event template specifies a workshift, it is always used.

Tip: Set the event's workshift to the supplied '24 hour' workshift if you want the event to always start, regardless of any Service Type workshift.

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.