How to restrict Contact Types from being entered into specific fields.

Document ID:  TEC1702956
Last Modified Date:  07/07/2017
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  • CA Service Management


  • CA Service Management:Release:14.1
  • CA Service Management:Release:17.0



Is it possible restrict certain contact types such as Analyst or Group from being entered into specific ticket fields in Service Desk?

SDM 12.9 SDM 14.1 SDM 17.0

First find the form which contains the filed that the restriction should be placed on.

Out of the box forms for Service Desk can be found in the following directory:



Then search for the filed to be updated, for example if the field header is "New Assignee" an entry similar to the text below should be located:

PDM_MACRO name=dtlLookup hdr="New Assignee"


To only allow a specific type of contact to be entered on this form, such as Analysts, add the following to this line:


Where "2307" is the Analyst contact type id.




Additional Information:

All of the available contact types can be found on the "ca_contact_type" table.

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