Is it possible to add Request Area or Category Properties to a ticket created via REST call?

Products

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

Issue/Introduction

This document explains the possibilities and limitations of using REST calls to create a ticket which Category or Request Area contains Properties.

Note it is not proposed to provide a sample code to address this request.

Is it possible to add Request Area or Category Properties to a ticket created via REST call?

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License and higher
Component: CA REST Web Services

Resolution

In theory it is possible by following these rules: 

1. After creation of a ticket, the properties should be there (existent) already, based on the definition of the Ticket Area/Category, which already has the Properties previously set. This implies that you don't have to create them, as SDM will create them for you. 
2. Now that the Properties were created, you need to find them. At this point you can use REST to get their persistent_id, and label, and set the values.

However, if you have Mandatory properties in the Request Area, the ticket creation may fail if the mandatory ones don't have a default value.

In face of that, you could have the mandatory properties with a default value set. 

But this could cause another problem: uses who open the cases via SDM interface using these categories would not fill the correct values (which would then cause a problem related to the customer's process of creating tickets). 

One possible solution would be to create a Web Services object to then include it in Rest and then access the information. 

Additional Information

One way to set a default for a property is to create a property validation rule. In the Property Value List, there is a "Set Default" button, such as for a Validation Rule Type that is set to Dropdown. The docops page that describes "Create Property Validation Rules" is at this link: 

https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/establishing-support-structure/setting-up-category-or-area/define-a-category-or-area#DefineaCategoryorArea-CreatePropertyValidationRules

For guidance on creating codes to manipulate the data, you should go to the Service Management group in the CA Communities site.