Tickets created in Service Desk from SOI do not have Hostname Provided by User field populated

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

Service Desk tickets created from SOI alerts are not getting the Hostname Provided by User field populated:

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Cause

The field is not populated as the CI does not exist in the Service Desk CMDB.

Resolution

In the Create Ticket action dialog amend the "Create Object = Yes" so that if the CI does not exist then SOI creates it.