Attach Service Type Automatically via Priority

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Article ID: 39339

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Question:

How do I automatically attach a service type to incidents that corresponds to their priority?

 

Answer

If you navigate to the Administration Tab, open Service Desk->Application Data->Codes, and select Priorities.

<Please see attached file for image>

priorities list.JPG

Then select the priority that you want to add an Service Type to, and you can add it on the Priority Detail form.

<Please see attached file for image>

priorities detail.JPG

 

Save the Priority detail.

Now create a new ticket within CA SDM.  Select the priority that you updated with Service Type.  

Click on Service Type tab within the ticket you will see Service Type Event has been attached automatically.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Attachments

1558715101086000039339_sktwi1f5rjvs16tpa.jpeg get_app
1558715098745000039339_sktwi1f5rjvs16tp9.jpeg get_app