Web Interface Modifications

This article contains the following topics:
This article contains the following topics:
The CA SDM web interface(also referred to as the browser interface) provides you with CA SDM functionality through the Internet. This functionality includes the ability to open, update, or close tickets, display and post announcements, and access supporting data tables. It enables independent browsing of the knowledge base to help reduce the number of calls to the service desk and speeding resolution times. The web interface can be fully customized and can be used with many web browsers.
If you installed and configured the web interface, you can integrate it into your existing web interface and customize it to suit your needs. For customization, be familiar with HTML and the web browser in use at your site.
WSP Design view works for CA SDM controls (PDM_MACROs). When working on forms that do not contain CA SDM controls, you can only work on the Source tab. The Employee and Customer web forms do not contain CA SDM controls and therefore appear on the Source tab rather than the Design tab. Some Analyst forms do not contain CA SDM controls, and therefore would appear on the Source tab too.
CA SDM no longer uses any customized .mac files for pdm_macro in the $NX_ROOT$\site\mods\www\macro directory. You cannot customize macros.
Technical support cannot provide assistance with design or debugging of customizations (including documentation, such as online help systems). We provide general information for customizing the CA SDM web interface. When doing so, be aware that you are solely responsible for your own customizations. CA SDM technical support can assist you in interpreting and understanding customization.
Support for the customization techniques here extends to helping ensure that the techniques and facilities perform as documented. Be careful not to exploit undocumented features or to extend documented features beyond their documented capabilities. Such exploitation is not supported and can result in system problems or instability that may appear unrelated to the customization. For this reason, support may ask you to remove customizations to reproduce the problems. Sites should prepare for this eventuality by carefully following the guidelines on placing all modifications in the site mods directory tree and maintaining change logs. Sites that make frequent, complex, or extensive changes should consider approaching CA SDM customization as a software engineering project with disciplined source control, testing, and controlled releases to production.
Migrating customizations between releases can present unique challenges, and we have developed the product in ways to preserve the efforts put into customization. In addition, if Level Two support supplies a patch to a system, the patch is written with these same assumptions. Patching or upgrading a system with undisciplined customizations is a risky undertaking that often results in costly system down time. Avoid it by following these guidelines and practising sound software engineering principles.
Customize the Scoreboard
The Scoreboard on this tab allows you to view the requests, change orders, issues, call backs, and tasks assigned to you or your group. You can customize your Scoreboard to display only specific folders and nodes. By default, the Scoreboard displays nodes that itemize the records for the entire application. These records can include requests, issues, change orders, assets, configuration items, callbacks, documents, and tasks.
Follow these steps:
  1. Select File, Customize Scoreboard.
    The Customize Scoreboard window opens.
  2. Select the Scoreboard you want to customize from the following options:
    UserDisplays the Scoreboard for the username under which you are logged in. RoleAllows you to customize the Scoreboard for all members of one type of user, such as administrators. Select a value from the drop-down list.
  3. Navigate the Scoreboard tree and select an item to work with.
    To update or delete an item, select the item. To add a new node or folder, select the item after which you want to add the new item.
    The Add Node and Add New Folder options are disabled when the system reaches the Scoreboard limit. To add more nodes or folders, you can remove them or ask your administrator to use Options Manager to increase the scoreboard_entry_limit.
  4. Complete the entry fields for the task you want to complete. Depending on the task, you can edit the following fields:
    1. Node Label
      : Displays the name of the node that you want to add or update.
    2. Node's Stored Query
      : Shows the stored query of the node that you want to add or update. Enter a value directly or select the Node's Stored Query link to search for a stored query.
    3. Folder Label
      : Displays the name of the folder that you want to add.
  5. Click the button for the task you want to complete.
    The Scoreboard tree refreshes to display your changes.
  6. (Optional) Click Reset Tree to undo your changes to the Scoreboard tree.
  7. Click Finished.
    The Customize Scoreboard window closes and the Scoreboard displays your changes.
Set Preferences
Setting preferences allows you to define the desired default behaviors.
Follow these steps:
  1. Choose View, Preferences in CA SDM Web UI.
    The Preferences window appears.
  2. Set the appropriate preferences
    For example, select the Using Screen Reader option.
    For more information about using a screen reader with CA SDM, click Help, Screen Reader Usage.
  3. Click Save to save the preferences. The new settings take effect immediately.
Preferences Fields
General Settings
  • Avoid Popups
    Opens new forms in the main browser window whenever possible, reducing the number of popups.Note: If this option is selected, the Back to List button is activated and is used to navigate from detail forms back to the previously displayed list window. The Back to List button appears in the upper right-hand side of the window.
  • Display Score Count
    Displays the score count as left-justified.Keep Log Reader WindowKeeps the Log Reader window open when you close all popups, and when you log off. This setting has no effect when the Log Reader window is not open.
  • Preserve Popup Size
    Causes new popup windows to open with the same dimensions as the most recently resized popup window. The popup size that is preserved is dependent on the window size used by that type of popup (Large, Medium, Small, or Xsmall). For example, if you resize a Large popup, such as a Request detail page, the new size is preserved for all Large popups. If you resize a Medium popup, such as an activity log page, the new size is preserved for all Medium popups.Note: If you maximize a popup window, subsequent popup windows may cover any other window you have open. However, new popup windows appear slightly off the screen, to the right and lower. This is because there is a 10 pixel (left and top) offset for popups to prevent them from completely overlaying the currently displayed window. We recommended that you do not maximize popup windows when using this option.
  • Mouseover Menus
    Causes a menu to display when the mouse pointer is over the menu's link, without clicking the mouse button. You must reload any active forms for this setting to take effect on the page.
  • Using Screen Reader
    Modifies system behavior for optimal use with a screen reader for blind and limited vision users. You must log off and log back on for this change to take effect. From the Help menu, select Screen Reader Usage for an overview of using CA SDM with a screen reader.Use Default RoleUses the default role assigned to a Contact or a Contact's Access Type as the initial role when the Contact logs in.
  • Disable Mouseover Previews
    Select this check box if you do not want to see preview forms pop up automatically.Note: Mouse-over previews are disabled automatically when either Using Screen Reader or Mouseover Menus is enabled.
Support Automation Analyst UI Localization
English is the default language.
Knowledge Search Document Settings
  • Search Type
    Select either Keyword Search or Natural Language Search.
  • Match Type
    Select the default method to use for text matching during a search. Possible values are Any of the Words (OR), All of the Words (AND), and Exact Phrase.
    Match Type and Match preferences only set the default search criteria when you search in Knowledge Management. For example, you log in as an analyst and click the Knowledge tab of any ticket. Knowledge searches from within a ticket always default to Match Type=Any of the words (OR) and Match=Whole Words, regardless of your preference settings.
  • Match
    Select the default method by which CA SDM searches documents, either Whole Words or Words Beginning With.
  • Order By
    Select the default property for sorting retrieved documents.
  • Search In
    Select the document fields where you want to search for specified keywords. These options only display when Keyword Search is the selected search type.
Knowledge Document List Settings
  • Documents Per Page
    The number of documents (10, 25, or 50) that the product that display on each page of the Knowledge Document List pane.
  • Show Document List Details
    If selected, the Knowledge Document List pane on the Knowledge tab includes the following detailed information:
    Document ID
    Modify Date
    If not, only the document title displays.
Knowledge Categories Document List Settings
  • Documents Per Page
    The number of documents (10, 25, or 50) that the product that display on each page of the Knowledge Document List pane.
  • Attributes to be shown in list
    Select the properties to be listed for each document in the Knowledge Document List pane. Select the desired attributes from the Available list and click the arrows to move them to the Selected list.