How can I adjust the category picker in Helpdesk to accommodate more categories?

Article:HOWTO26160  |  Created: 2010-05-28  |  Updated: 2010-06-23  |  Article URL http://www.symantec.com/docs/HOWTO26160
Article Type
How To


Problem
The category picker on the Edit Incident page normally shows up to 4 levels spanned evenly across the page. By modifying the depth parameter of the appropriate control, the number of levels which can be selected is increased, but each dropdown gets smaller as then number is increased. This makes it very difficult to select each level as the choices are inevitably truncated.

Environment

Helpdesk 6.0 SP5

Cause
The control used on the page is designed to span the width of the page with dropdown controls up to the depth specified on the control. This layout does not scale up well as the depth increases.

Resolution

Follow these step by step instructions to allow a greater category depth without truncation. If a custom folder and a custom.config file already exist skip Step 1.

  1. Create a folder called 'custom' in the Altiris\Helpdesk\AeXHD folder.

  2. Copy the files ConsoleMyHD.ascx, ConsoleMyHDEditItem.ascx, subWorkItemEditGeneral.ascx, TemplateEngine.inc and WorkItemEdit.ascx from the templates folder to the custom folder.
    NOTE: Depending on previous customizations, some of these files may already be in the custom location. Copy only those files that have not been previously modified.

  3. Edit subWorkItemEditGeneral.ascx.

  4. Find the line which defines the category control. The line that starts with <aw:TreeDropdown id="tddlCategory" RunAt="server".

  5. Adjust the Depth parameter on this control to match the maximum number of levels to display to the users.

  6. Make the same change to the file ConsoleMyHDEditItem.ascx.

  7. Edit the file WorkItemEdit.ascx.

  8. After the declaration lines at the top of the file, paste the contents of the file treedropdown_js.txt attached to this article. The file will look something like:


    <%@ Import Namespace="Altiris.Helpdesk.Services" %>
    <%@ Import Namespace="System.Data" %>
    <%@ Import Namespace="System.Text" %>
    <%@ Control Language="vb" inherits="Altiris.Helpdesk.Web.TemplateControl" %>
    <%@ Register TagPrefix="aw" Namespace="Altiris.AppWeaver" Assembly="Altiris.AppWeaver" %>

    <script language="javascript">
    <!--
    function TDDLOnChangeTreeDropdown(treeArr, depth)
    {
     var tree = new treedropdown(treeArr);


  9. Make the same change to the file ConsoleMyHD.ascx.

  10. If necessary, create a file called custom.config in the Altiris\Helpdesk\AeXHD folder and add the following lines:


    <?xml version="1.0" encoding="utf-8"?>
    <custom.configuration>
     <files path="~/custom/">
        <file id="ConsoleMyHD" file="ConsoleMyHD.ascx"/>
        <file id="ConsoleMyHDEditItem" file="ConsoleMyHDEditItem.ascx"/>
        <file id="WorkItemEdit" file="WorkItemEdit.ascx"/>
        <file id="subWorkItemEditGeneral" file="subWorkItemEditGeneral.ascx"/>
     </files>
    </custom.configuration>



    NOTE: If the file already exists, add references to the newly modified files to the <files> section as shown above.

  11. Restart IIS.

Attachments

treedropdown_js.txt (2 kBytes)
Helpdesk Customization Guide.pdf (78 kBytes)


Legacy ID



53127


Article URL http://www.symantec.com/docs/HOWTO26160


Terms of use for this information are found in Legal Notices