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How do I remove the urgency field from the end user portal ticket.  XML
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[Post New]25/08/2010 10:32:05
    Subject: How do I remove the urgency field from the end user portal ticket.
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motc7
Super SysAider


SysAider from release 5.6 United States Pathfinder
Joined: 23/02/2009
Messages: 63
Offline
I want to remove the urgency field from the submit service request area because every ticket that everyone submits they mark urgent and it's annoying. thanks!
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[Post New]25/08/2010 12:19:37
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
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itayH
SysAid Customer Relations


Joined: 23/09/2009
Messages: 1092
Offline
Hi motc7,

In order to remove this field please edit the submit-service-request.htm and change this:

<tr>
#if ($selectUrgency.getRequired())
<td class="Form_Ctrl_Label">$resource.getString('mandatory.sign')</td>
#else
<td class="Form_Ctrl_Label"> </td>
#end
<td class="Form_Ctrl_Label"><label>$resource.getString('submit.urgency.caption'):</label></td>
<td> </td>
$selectUrgency
</tr>
<tr><td height="10"> </td></tr>

To this:

<tr style="display:none">
#if ($selectUrgency.getRequired())
<td class="Form_Ctrl_Label">$resource.getString('mandatory.sign')</td>
#else
<td class="Form_Ctrl_Label"> </td>
#end
<td class="Form_Ctrl_Label"><label>$resource.getString('submit.urgency.caption'):</label></td>
<td> </td>
$selectUrgency
</tr>
<tr><td height="10"> </td></tr>
Best Regards,
Itay
[Post New]25/08/2010 12:25:42
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
motc7
Super SysAider


SysAider from release 5.6 United States Pathfinder
Joined: 23/02/2009
Messages: 63
Offline
itayH wrote:Hi motc7,

In order to remove this field please edit the submit-service-request.htm and change this:

<tr>
#if ($selectUrgency.getRequired())
<td class="Form_Ctrl_Label">$resource.getString('mandatory.sign')</td>
#else
<td class="Form_Ctrl_Label"> </td>
#end
<td class="Form_Ctrl_Label"><label>$resource.getString('submit.urgency.caption'):</label></td>
<td> </td>
$selectUrgency
</tr>
<tr><td height="10"> </td></tr>

To this:

<tr style="display:none">
#if ($selectUrgency.getRequired())
<td class="Form_Ctrl_Label">$resource.getString('mandatory.sign')</td>
#else
<td class="Form_Ctrl_Label"> </td>
#end
<td class="Form_Ctrl_Label"><label>$resource.getString('submit.urgency.caption'):</label></td>
<td> </td>
$selectUrgency
</tr>
<tr><td height="10"> </td></tr>


Thanks for posting this, but where in the admin portal do you find this html file listing?
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[Post New]27/08/2010 01:17:08
    Subject: How do I remove the urgency field from the end user portal ticket.
[Up]
itayH
SysAid Customer Relations


Joined: 23/09/2009
Messages: 1092
Offline
Hi mitc7,

You need to edit the submit-service-request.htm file.
Please follow the instructions here:
http://www.ilient.com/customize.htm

This message was edited 1 time. Last update was at 27/08/2010 01:18:07
Best Regards,
Itay
[Post New]27/08/2010 09:15:12
    Subject: How do I remove the urgency field from the end user portal ticket.
[Up]
motc7
Super SysAider


SysAider from release 5.6 United States Pathfinder
Joined: 23/02/2009
Messages: 63
Offline
itayH wrote:Hi mitc7,

You need to edit the submit-service-request.htm file.
Please follow the instructions here:
http://www.ilient.com/customize.htm


I don't think this is going to help me. We have the on demand version.
[Email]
[Post New]29/08/2010 03:02:43
    Subject: How do I remove the urgency field from the end user portal ticket.
[Up]
itayH
SysAid Customer Relations


Joined: 23/09/2009
Messages: 1092
Offline
lol

Well, you should of said that before.
Please open new SR and we will do it for you
Best Regards,
Itay
[Post New]03/09/2010 10:25:17
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
PeterA
Super SysAider

SysAider from release 7 Canada Pathfinder
Joined: 28/06/2010
Messages: 80
Offline
Itay, I need to know how to do this too. However we're on 7.0.05 and my submit-service-request.htm looks nothing like that. See below

#if(${enableQuickList}) $quickSelect #end #if($ !(${isLogged}) ) #if ($emailAddress.getRequired()) #else #end $emailAddress #if ($fullName.getRequired()) #else #end $fullName #end #if ($categorySelect.getRequired()) #else #end #if($titleSelect.getRequired()) #else #end $titleSelect #if ($descriptionSelect.getRequired()) #else #end $descriptionSelect #if ($selectUrgency.getRequired()) #else #end $selectUrgency #if($ !(${cssEnabled}) ) #if(${displayAsset}) #if ($selectAsset.getRequired()) #else #end #end $selectAsset #if(${displayAsset}) #end #if($ !(${displayAsset})) $selectCI #end #if($ (${canSendScreenCapture}) ) #end #end #if($ (${cssEnabled}) ) #if($ !(${displayAsset})) $selectCI #end #end $selectAttachments $submitButton

Help!
[Post New]03/09/2010 11:40:16
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
Lanemaster
Super SysAider


SysAider from release 3.1 Germany Pathfinder SysAid Certified
Joined: 15/07/2008
Messages: 55
Location: Leipzig
Offline
Hi PeterA.

That looks not like the submit-service-request.htm. Where did you found this code???
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[Post New]03/09/2010 15:21:09
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
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PeterA
Super SysAider

SysAider from release 7 Canada Pathfinder
Joined: 28/06/2010
Messages: 80
Offline
...\SysAidServer\root\WEB-INF\conf\html\submit-service-request.htm

I got that path from the instructions Itay points to in his post
[Post New]07/09/2010 12:29:58
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
Lanemaster
Super SysAider


SysAider from release 3.1 Germany Pathfinder SysAid Certified
Joined: 15/07/2008
Messages: 55
Location: Leipzig
Offline
Which editor did you use to open the file?
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[Post New]07/09/2010 14:06:11
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
PeterA
Super SysAider

SysAider from release 7 Canada Pathfinder
Joined: 28/06/2010
Messages: 80
Offline
I've opened it using Wordpad, notepad Word and internet explorer. It doesn't look the same in explorer but the syntax is still the same

#if ($selectUrgency.getRequired())
#else
#end
$selectUrgency

[Post New]07/09/2010 15:34:20
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
PeterA
Super SysAider

SysAider from release 7 Canada Pathfinder
Joined: 28/06/2010
Messages: 80
Offline
I'm attaching the file here so you can see what I'm seeing
 Filename submit-service-request.htm Download
 Description
 Filesize 18 Kbytes
 Downloaded:  2 time(s)

[Post New]07/09/2010 15:50:46
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
Lanemaster
Super SysAider


SysAider from release 3.1 Germany Pathfinder SysAid Certified
Joined: 15/07/2008
Messages: 55
Location: Leipzig
Offline
PeterA,

In notepad++ the file looks fine. Download that editor and open it...
[Thumb - submit-service-request.jpg]
 Filename submit-service-request.jpg Download
 Description
 Filesize 260 Kbytes
 Downloaded:  3 time(s)

[Email] [WWW]
[Post New]08/09/2010 10:01:11
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
PeterA
Super SysAider

SysAider from release 7 Canada Pathfinder
Joined: 28/06/2010
Messages: 80
Offline
Thanks. I'm puzzled as to why it doesn't show up like that in other editors. Even searching for <tr> returns nothing.

[Post New]08/09/2010 11:46:50
    Subject: Re:How do I remove the urgency field from the end user portal ticket.
[Up]
PeterA
Super SysAider

SysAider from release 7 Canada Pathfinder
Joined: 28/06/2010
Messages: 80
Offline
Thanks Lanemaster I was able to find and make the change. Unfortunately changing the HTML by adding <tr style="display:none"> at the top only hides the Urgency field but it still requires that the end user select an urgency which is impossible once the field is hidden so no tickets can be opened in the portal.

This message was edited 1 time. Last update was at 08/09/2010 17:14:39
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