customer field cannot be edited/populated in Service Point

Products

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

Issue/Introduction

When creating a ticket in Service Point the customer field do not show data and cannot be edited 

Environment

CA Service Desk Manager 17.3 and higher

Cause

This is expected behavior in Service Point

Resolution

The ability to report an issue on behalf of some other employee/user is restricted with the current license model.

Additional Information

KB Article 279414:  Attriibutes which can be added to new ticket creation in Service Point