Changing ticket type for employees and guest users in Service Desk Manager

Products

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

Issue/Introduction

The default type of ticket which employee and guest users can create is Incidents. Can this be changed?

Environment

Release: 12.6 or higher
Component:  CA Service Desk Manager

Resolution

There are two new options in Service Desk Manager:

• employee_intf_incident_support
  
  
• guest_intf_incident_support

These options can be set to one of three values:

1. Incident only
2. Request only
3. Incident and Request

The value which is configured for these options changes which types of tickets the employee and guest users can create.