Some products can generate CA Service Desk Request content in HTML format. (See the configuration requirements for each product supporting CAISDI in the following chapter.) CA Service Desk can render embedded HTML directives in the request Description and Summary fields. However, this capability is not activated when the CA Service Desk is initially installed. To render the HTML in the ticket properly, your CA Service Desk server must support HTML rendering.
Your local CA Service Desk administrator must perform this task. Discuss the impact in your environment of making this change to the CA Service Desk. The CA Service Desk reports that display the summary and description text do not render the HTML. In those reports, the HTML appears in its raw source form.
To render HTML, the detail_cr.htmpl form must be customized. The administrator can use the CA Service Desk Web Screen Painter to select this form, modify the KEEPTAGS setting for the description and summary fields, and publish the form. Consider these important properties of the summary and description text fields:
|
KEEPLINKS |
If set to “Yes”, render only HTML links (the anchor Action: tag) as hyperlinks. This is the default for the summary and description fields. |
|
KEEPTAGS |
If set to “Yes”, render all HTML tags. Consult with your CA Service Desk Administrator before implementing this feature. |
Note: The KEEPLINKS property is ignored if KEEPTAGS is set to “Yes”.
|
Copyright © 2015 CA Technologies.
All rights reserved.
|
|