Configuring the My Requests and My Incidents pods

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An administrator can configure the My Requests and My Incidents pods to add additional columns, change the default number of rows to display, or change the refresh rate.

About this task

The My Incidents pod is disabled by default. To enable, set the value of system property pmcom.ticket.enable.myIncidentsInSelfService to "1".

By default the data displayed in the My Requests and My Incidents pods is refreshed every 60000 milliseconds. You can change this rate by editing the RequestsAutoRefresh parameter in the config.properties file.

By default the number of rows, or items, displayed in the My Requests and My Incidents pods is 15. You can change the number of rows by modifying the MyRequestsGridRows parameter in the config.properties file. The default number of rows works best at lower screen resolutions You may want to increase the number of rows to 20 for higher resolutions.

You can also configure the columns that appear in the table. This is done using the XML presentation definition.

Further configuration parameters are held in srmssctr.xml that are used to configure the types of service request that are retrieved from the server and the dialog that is used to display them. In general, these parameters are for advanced use and the default values should not be changed:

Table 1. Advanced configuration parameters for the My Requests pod
Parameter Default value Description
osname SRM_SR Object structure name
filterdomain SRM_SRUSRLIST Filtering domain name
ticket_object SR Ticket object to display
viewdialog srmssviewsr Name of dialog used to display the service requests
Table 2. Advanced configuration parameters for the My Incidents pod
Parameter Default value Description
osname SRM_INCIDENTS Object structure name
filterdomain SSC_INCLIST Filtering domain name
ticket_object INCIDENT Ticket object to display
viewdialog srmssviewincident Name of dialog used to display the service requests

Procedure

  1. From the Open menu menu click System Configuration > Platform Configuration > Application Designer
  2. In the Application field, type srmssctr.
  3. Click the srmssctr application, and select Export the presentation XML.
  4. Edit the srmssctr.xml file.
  5. Add or modify the desired columns and attributes in the columns="" element of the following line: <requestspod columns="ticketid,status,pmsccrid,statusdate,affectedperson" id="my_requests_pod" label="ServiceRequestsPod"/>
    Note: Label cannot be modified in the XML file.
  6. Import the saved srmssctr.xml file.
  7. If you added any columns, you must ensure that the data used in those columns is not excluded from the appropriate object structures.
    1. Click Go To > Integration > Object Structures.
    2. Edit the SRM_SR object structure.
    3. Click the Exclude/Include Fields Action.
    4. Clear the check boxes by the names of the columns that you added, so that the data is included.