Requiring Groups in Service Desk Tickets

Products

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

Issue/Introduction

What is the best way to render the group field to be required in Service Desk Tickets

Environment

All Releases of SDM

Resolution

The following options control the creation of tickets without a group specified:

Option:  require_change_group
Application: Change Order Mgr
Description: Makes the Group field of a change order ticket required

Option:  require_issue_group
Application: Issue Mgr
Description: Makes the Group field of an issue ticket required

Option:  require_incident_group
Application: Request Mgr
Description: Makes the Group field of an incident ticket required

Option:  require_request_group
Application: Request Mgr
Description: Makes the Group field of a request ticket required

Option:  require_problem_group
Application: Request Mgr
Description: Makes the Group field of a problem ticket required

Additional Information

Additional information on Options Manager is available.

The above options apply to users in the Analyst role.  Users in the Employee role or other non-Analyst type roles will not be affected by the above options