How to control fields that are copied with "Copy" ticket in CA Service Desk Manager

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

How may the fields to be copied on "Copy" ticket be controlled in Service Desk Manager?

Environment

Service Desk Manager 17.x

All Supported Operating Systems

Resolution

Please see the attached video on creating a small customization that allows control of the fields when the "Copy" ticket function is used - CA Service Desk - Control Fields Being Copied

There is a SPEL file called 'tmplcopy_site.spl' which controls which fields to copy when using the copy functionality on a ticket in Service Desk Manager.  

To customize this file to meet your needs, you must make a copy of the file which is located in NX_ROOT\bopcfg\majic and place it in NX_ROOT\site\mods\majic, then customize the one in the NX_ROOT\site\mods\majic directory.