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Which Ticket Type ticket will be created in Service Point?

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Article ID: 240052

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

This document explains which ticket type ticket will be created in Service Point when a Request/Incident/Problem Area is available for only certain ticket type.

 

Environment

Release : 17.3

Component : SDM - Service Point

Resolution

Incident Request  Ticket Creation Precedence
Checked Checked A ticket type that is set to 'Preferred Ticket Type' under Service point Configuration Node is selected.
Checked Unchecked Incident
Unchecked Checked Request
Unchecked Unchecked A ticket type that is set to 'Preferred Ticket Type' under Service point Configuration Node is selected.

 

  • If both Incident and Request have been checked in the Area, it will consider Preferred Ticket Type in the 'ServicePoint Configuration' setting.
  • If an Incident is unchecked and Request checked then a Request will be created.
  • If an Incident is checked and Request unchecked then an Incident will be created.
  • If both Incident and Request are unchecked then the Area will not be displayed, it will instead check the Preferred Ticket Type and create a ticket accordingly.

 

You can see the Preferred Ticket Type for ServicePoint as shown below.

  1. Log into Service Desk Manager as Administrator privilege and open 'Administration' tab. 
  2. Go to 'xFlow Interface' > 'ServicePoint' > 'Configurations' and open the current Configuration setting.

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