How to change custom fields to lowercases in Service Desk Manager and can be used in Service Point

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Due to the problem noted in the document below, a customer needs to change custom fields to use lowercases instead of capital letters.

https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=136456

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

1. Go to site/mods/majic/wsp.mods

2. It should look similar to:

OBJECT cr {
ATTRIBUTES Call_Req {
zCustomField1 STRING 1;
};
};

3. Backup wsp.mods and then add the attribute name without capital letter at the beginning. Do not delete the current name.

OBJECT cr {
ATTRIBUTES Call_Req {
zcustomField1 zCustomField1 STRING 1;
};
};
4. Save Changes > Restart Services

5. Go to SDM > Administration > xFlow interface > Object Attributes > Search for the attribute modified in the previous steps

6. Modified the capital letter to lowercase (From zCustomField1 > zcustomField1) in the name and value of the attribute.

7. Save Changes

8. Go to SDM > Administration > xFlow interface > Service Point > Configurations > Default > New Ticket Attributes> Activate or create a new attribute for the custom field that will be shown and has been modified in the previous steps (just in case it has not been added previously)

9. Restart xFlow/Service Point