Adding additional fields to the Helpdesk data island

Article:TECH14210  |  Created: 2006-06-09  |  Updated: 2009-10-13  |  Article URL http://www.symantec.com/docs/TECH14210
Article Type
Technical Solution

Issue



Why won't Helpdesk recognize certain fields in my XML when I use the Data Island feature?

Solution



Helpdesk maintains what fields that the Data Island will use through the sidEmailDataIslandValidFields value in the formats.xml (\Program Files\Altiris\Helpdesk\AeXHD\bin\formats.xml)  This list needs to be expanded to accommodate additional fields.

<string id="sidEmailDataIslandValidFields">workitem_priority_lookup_id,workitem_status_lookup_id,workitem_category_tree_value,
workitem_external_reference,workitem_action,workitem_source,workitem_category_lookup_id,workitem_assigned_to_worker_id,
workitem_type_lookup_id,workitem_owned_by_worker_id,workitem_urgency_lookup_id,workitem_impact_lookup_id,
workitem_close_code_lookup_id,workitem_link_parent_number,workitem_link_type_lookup_id,workitem_due_on</string>

Only writable Incident View fields can be added to the list (see Helpdesk Solution 6.0 Product Guide).

Legacy ID



23550


Article URL http://www.symantec.com/docs/TECH14210


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