Is there a way to change the field mappings between a Knowledge Document and a ticket?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When clicking on the "New Incident based on this document" link in a knowledge document, a Create New Incident screen is presented. Out of the box, the knowledge "Summary" gets linked to the Incident "Summary" field. This document explains how to change the field mapping, for example, the Incident Summary fields could be linked to Title field of the Knowledge Document instead.

 

Environment

Service Desk Manager 17.x

Resolution

Solution:

If you would like to change the Field Mapping setting, please follow the steps below:

1. Open [Administration] tab and go to 'Knowledge' > 'Service Desk Integration' > 'Field Mapping'.
2. From Knowledge Management dropdown list for Service Desk "Summary" field, select "Title".