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


Article ID: 18252


Updated On:


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



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.

<Please see attached file for image>

Figure 1


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".

    <Please see attached file for image>

    Figure 2


Release: SWAMFC059000-12.7-Software Asset Manager-Flow Control


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