ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

How to expose/make mandatory Urgency and other fields in Service Point interface

book

Article ID: 237473

calendar_today

Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

In Service Point interface the Urgency filed isn't mandatory when the end user opens a ticket. Is there any way to make it mandatory?  

Environment

Release : 17.3

Component : SDM - Service Point

Resolution

Go to Administration > Request/Incidents/Problems > Status > Open > Incident and/or Request Status > Incident/request Dependent Attribute Control > Create new > add Urgency and make it required. Example:

2. Ensure the object of the field exposed in the previous steps is added to the empFactoryAccess. Refer to:

group or custom attribute values do not show up in Service Point

 

Attachments