Add Additional Fields to Incident Creation in the ARIA Virtual Analyst

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

Is it possible to add additional fields to incident creation in ARIA/Virtual ?

This will not allow you to create a ticket with custom-defined fields at the time of ticket creation, but you can use a template to define which fields will be automatically filled when Virtual Analyst creates a ticket.

Environment

Release : 17.x

Component : SDM - Virtual Analyst

Resolution

1. In Service Desk go to Administration > xFlow Interface > ServicePoint > Configurations

2. Click the name of the configuration in use.

3. Scroll down and click 4. Feature Configurations

4. Click Add Feature

5. In the "Create New Feature" Window, Click Name > Virtual Analyst Create Incident Template > Click Save.

6. Go to the ServicePoint Configuration Detail Window and click "Virtual Analyst Create Incident Template" > Edit

7. Here you can click Value and select a Template with the values you wish to prepopulate the incident with > Click Save.

Additional Information

Configure Virtual Analyst in Service Desk Manager