Steps to Create “Report an Issue” like Offering

Products

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

Issue/Introduction

Steps to Create “Report an Issue” like Offering

Environment

Release : 17.x

Resolution

1: Import the content pack “CA Service Management Content Pack 2.0”

2: Create a form with following field values that are needed to create an incident like Category, effected enduser, description etc. Make sure to append ‘ca_sdm_attr’ to indicate that it is an SDM attribute (For reference, we can copy the existing ‘Issue Details’ form and paste it outside CA Service Management folder to edit and review the form)

3: Update the Category value of the service option to “Service Management Content” which should raise an incident in SDM

4:Make sure following ERA is enabled:

Additional Information

These steps also help to move the attachment from Catalog ticket(SR) to  SDM tickets .