Service Target Templates behaviour when changing service type values or group assignments

Products

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

Issue/Introduction

created a service target and attached it to service type. I noticed that everything is working fine when service type is connected with service contract. Then when I open new ticket, service type is attached to ticket and service target template is also attached.

If I attach service target to service type that has no service contract defined, then when I create ticket service target is not being attached.

Is this normal behavior that service target are supposed to work only for service types with defined service contracts?

why the service target that is attached to affected end user will be removed and be replaced by this new one? 

Environment

Release : 17.3

Resolution

After transferring the ticket to different group with different service target older group with service target will remove and new will attach. This is correct behavior as it should behave like this always.

Whenever we create ticket with any user or group which has service target attached it will get added to the the ticket . After transferring the ticket to different group or different end user then it will get added with different service target and older group or end user with service target will be removed.