Modify the Request Priority List

This article contains the following topics
casm173
This article contains the following topics:
Every request has a priority that is assigned to it. CA Service Catalog supplies predefined priority values in the requestinfoshared.xml file. You can add or change the values in this file. You can also use this file to specify which user roles can assign specific priority values to requests. For example, you can add a new priority value "Immediate" that only the Service Delivery role can assign to a request.
The requestinfoshared.xml file can be different for each language and is located in a different folder for each language. For example, for English (icusen), the requestinfoshared.xml file is located in the USM_HOME\view\webapps\usm\locale\icusen\request folder.
You can modify the predefined priority levels:
Priority Levels
The <priority_levels> section of the request and priority list in the requestinfoshared.xml file defines the numeric and text values for each priority. Each <levels> section defines those priority values that are available to the role code specified in the role attribute. The “default” role specification is used when no section exists for the role of the user.
The priority list appears in the order that is specified in the <priority_levels> section, regardless of role. You can use the defaultSel attribute to specify the default value for a new request according to role. The following table lists the roles and codes:
Role
Code
Catalog User
catalogenduser
Request Manager
requestmanager
Catalog Administrator
catadministrator
End User
enduser
SMA End User
smaenduser
Administrator
administrator
Service Manager
servicemanager
Super Business Unit Administrator
stadministrator
Service Delivery Administrator
spadministrator
You can edit this file to add values or change the spelling of existing values.
Suppose that a request uses a priority value that is
not
available to the role of the user editing the request. In that case, the user sees that priority in the list of priority values. Suppose that the request is set to another priority that
is
available the role of the user editing the request. In that case, the user can see
only
the priorities available to its role.
Example: Customizations for the requestinfoshared.xml File
If the Catalog End User role does not include priority 1 (High), a user who has that role does not see "High" listed in the priority list. Moreover, that user cannot set the priority of a request to High.
Suppose that the following situation occurs:
  • A Request Manager who can use all the status values later sets the priority of the request to High.
  • A user with the Catalog End User role later edits the request.
In this case, the status of High does appear in the priority list.
Thus, administrators
can
configure the product to prevent a certain role from using a particular priority value. Administrators cannot prevent users in that role from viewing and editing their requests when another user has set the priority.
Add a New Priority Level for Multiple Roles
If necessary for your organization, you can add a new priority level to the predefined priority levels.
Follow these steps:
  1. Edit the requestinfoshared.xml file for the language of your system, using an editor, such as Notepad. For example, for English, edit the USM_HOME\view\webapps\usm\locale\icusen\request\ requestinfoshared.xml file.
  2. Add a line in the priority_levels section for the priority you want to add. Specify a unique numeric value for the new priority level.
    The priority values are listed in the user interface in the order that they appear in this file section.
  3. Perform
    one
    of the following actions:
    • Add a line in the levels section for each role that you permit to use the new priority.
    • Add a line in the levels section for the role. The line makes the new priority available to all users who do not have a role-specific priority list.
  4. Save the file.
  5. Log in to CA Service Catalog as a user with the role that you modified. Verify your updates on the request-related pages.
Example: Add a New Priority for All Roles
This example adds the following
bold
line to the requestinfoshared.xml file. This example adds a new priority named “Urgent” and makes it available to all users who do not have a role-specific priority list.
<priority_levels> <priority_6 propval="6">Urgent</priority_6> <priority_1 propval="1">High</priority_1> <priority_2 propval="2">Medium-High</priority_2> <priority_3 propval="3">Medium</priority_3> <priority_4 propval="4">Medium-Low</priority_4> <priority_5 propval="5">Low</priority_5> </priority_levels> <priority_level_roles> <levels role="default"> <level propval="1" /> <level propval="2" /> <level propval="3" defaultSel="true"/> <level propval="4" /> <level propval="5" /> <level propval="6" /> </levels> </priority_level_roles>
Add a New Priority Level for a Specific Role
If necessary for your organization, you can add a new priority level to the predefined priority levels. You can add a new priority level for a specific role only.
Follow these steps:
  1. Edit the requestinfoshared.xml file for the language of your system, using an editor such as Notepad. For example, for English, edit the USM_HOME\view\webapps\usm\locale\icusen\request\ requestinfoshared.xml file.
  2. Add a level section for the affected role.
  3. Perform
    all
    of the following actions in that section:
    • Specify the role code in the role attribute.
    • Include only the lines from the priority_levels section that you want users in the role to see.
    • Specify the default priority for new requests by using the defaultSel attribute.
  4. Save the file.
  5. Log in to CA Service Catalog as a user with the role that you modified. Verify your updates on the request-related pages.
Example: Add a New Priority Level for a Specific Role
This example adds a new priority list for users with the Catalog User role. This example sets the default priority to Medium-Low and does
not
allow users to set the priority to High. This example achieves these goals by adding the new section that is shown in
bold
:
<priority_levels> <priority_1 propval="1">High</priority_1> <priority_2 propval="2">Medium-High</priority_2> <priority_3 propval="3">Medium</priority_3> <priority_4 propval="4">Medium-Low</priority_4> <priority_5 propval="5">Low</priority_5> </priority_levels> <priority_level_roles> <levels role="default"> <level propval="1" /> <level propval="2" /> <level propval="3" defaultSel="true"/> <level propval="4" /> <level propval="5" /> </levels> <levels role="catalogenduser"> <level propval="2" /> <level propval="3" /> <level propval="4" defaultSel="true"/> <level propval="5" /> </levels> </priority_level_roles>