USS/Catalog/Service Desk: Changing the default priority of all Service Desk tickets raised via USS/Catalog

Products

• CA Service Catalog
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

In USS, selecting the "Report an Issue..." option will create a Service Catalog request with an associated Service Desk ticket. How can we change the default  values which are passed to the Service Desk ticket?

Environment

Service Catalog 14.1

Service Desk 14.1

Resolution

You can map Service Catalog fields to Service Desk ticket attributes and properties.

Copy/modify the "out of the box" Catalog > Forms > CA Catalog Content > Service Management Forms > Issue Details form and set the _id of the fields you would like to map as 'ca_sdm_prop_<SDM sequence number>' similar to the steps outlined in the following video:

https://www.youtube.com/watch?v=ls-UcbDrK1Y&list=PLynEdQRJawmxzRAWRffwpXetTc3wtIq4J&index=4

You can also use ca_sdm_attr_<SDM attribute name> to pass values to attributes rather than properties. In the case of the priority field, you can define a field in the Issue Details form and set the _id of the field to "ca_sdm_attr_priority" and the value in this field will be passed to the Service Desk ticket as the priority.