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
Release : 17.2
Component : SERVICE DESK MANAGER
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