What is the meaning of the "External System Ticket" field in Service Desk Manager? How is this generated? Can it be modified?
Article ID: 12703
Updated On:
Products
Issue/Introduction
After creating a ticket in Service Desk Manager from Service Point and/or Service Catalog integration, Service Desk Manager form is showing an ID in the "External System Ticket" field.
What is the meaning of the "External System Ticket" field that appears in Service Desk Manager in a ticket generated from Service Catalog or Service Point? How is this ID generated? Can it be modified?
Environment
Release: 17.1 or higher
Component: CA Service Desk Manager
Resolution
The external system ticket is generated automatically when Service Desk Manager (SDM), Service Catalog (SC), and Service Point are integrated. In particular, is created in Service Catalog, the ID is hard-coded and cannot be modified out of the box, it consists of three parts:
CASC-XXXXX-XXXXX
The first alphabetic part refers to the application where it came from "CASC" meaning CA Service Catalog.
The second is an internal ID number generated in CA Service Catalog.
The third one is the ID of the ticket created in Service Catalog
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