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Manipulating the "Created Via" field and Interface Table


Article ID: 253445


Updated On:


CA Service Management - Service Desk Manager CA Service Desk Manager


Is it possible to expose and allow end users to manipulate the "Created Via" field within SDM to allow end users to select how a given ticket was created?


Release : 17.3


the "created_via" field in call requests is an internal field that should not be subjected to custom changes that allow the end user to manipulate the field directly.  Such changes will interfere with existing functionality that updates this field during ticket creation.  Further, the baseline functionality does not allow for the field to be modified, including its related table contents.  

We recommend using a separate custom table and field instead of leveraging the existing "created_via" field and its "Interface" table as a result.