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How to Force Show Category on My Request View
Gabriel_Armenta
Member IT Monkey ✭
Hello Experts Monkey... In my environment I install "Custom Service Request Area (CSRA)" to Custom a Service Area Request List... Now in My Request View no show a Custom Area Resquest Category....
Somebody else tell me if is posible edit this view to show my Custom Service Resquet Area List??
Add Image this error in portal
In advance thanks for help..
B R
Somebody else tell me if is posible edit this view to show my Custom Service Resquet Area List??
Add Image this error in portal
In advance thanks for help..
B R
0
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Tom_Hendricks
Customer Super IT Monkey ✭✭✭✭✭
The portal caches certain work item fields into the WorkItem table, and this grid is displaying the fields as they appear in that table.
If you look at the database table (dbo.WorkItem) you will see that for Service Requests, the value is blank. That's because the caching process does not know about your custom category/area for SR's. We have the same issue.
To solve that, I have a recurring job that looks up the category and inserts it so that we can see it in these tables. It is not an elegant solution, but it works.
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OptionsTom_Hendricks
Customer Super IT Monkey ✭✭✭✭✭
Unfortunately, I am all too familiar with this, as many other folks in this forum are too. No, it is not possible to remove the out-of-box values in the Service Request Area list.
For reasons that I cannot fathom, someone at Microsoft thought that sealing the management pack that contains this list was a good idea. This means that while it is possible to add items to the list (they would be stored in a different, unsealed management pack), it is not possible to remove any of them. This is not acceptable to many customers, including me, so it is very common to see a "custom" list used instead. Doing this requires modifying the forms to point to the new list.
It also means that some parts of the Cireson Portal will not have the area, because they are looking at a different list than the one you are using. I described my workaround for that, above, and it seems to do the job. Be aware that existing views in the SCSM console and potentially parts of the Data Warehouse might not recognize your list unless you get in there and make some changes, too.
5
Answers
If you look at the database table (dbo.WorkItem) you will see that for Service Requests, the value is blank. That's because the caching process does not know about your custom category/area for SR's. We have the same issue.
To solve that, I have a recurring job that looks up the category and inserts it so that we can see it in these tables. It is not an elegant solution, but it works.
can you know if is posible edit "Area Resquest List" to remove options an childs that have default Management Pack Seald ?
For reasons that I cannot fathom, someone at Microsoft thought that sealing the management pack that contains this list was a good idea. This means that while it is possible to add items to the list (they would be stored in a different, unsealed management pack), it is not possible to remove any of them. This is not acceptable to many customers, including me, so it is very common to see a "custom" list used instead. Doing this requires modifying the forms to point to the new list.
It also means that some parts of the Cireson Portal will not have the area, because they are looking at a different list than the one you are using. I described my workaround for that, above, and it seems to do the job. Be aware that existing views in the SCSM console and potentially parts of the Data Warehouse might not recognize your list unless you get in there and make some changes, too.