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Manipulating the "Created Via" field and Interface Table

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Article ID: 253445

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

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?

Environment

Release : 17.3

Resolution

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.