CA Service Desk users make wide usage of Category or Request Areas Properties.
Some of the customers tend to use this functionality as a tool to document too much information, as a very detailed Risk Survey would do.
However, this is not the intent of the Request Area or Category. There are a few limitations when using it.
This document applies to SDM 17.3
Properties are added in the Category or Area definition, in the Administration tab.
When creating Properties for a Category, SDM does not limit the number of properties to be created.
In the example below, we have 25 properties:
In this scenario, when the Request Area/Category is used in an Incident, for example, the Properties tab may show all them:
When editing the ticket, SDM will allow to add value up to 23 properties only:
This limitation exists because SDM has been certified to work with at most 23 properties.
The first question that comes in mind is: can the form be customized to make the other Properties available for editing?
CA does not recommend that to be done, although some customers do it.
A few reasons for not customizing the form are:
Important Notice:
CA Services (not CA Support) can provide help and support for customizations.
Other source of help when dealing with customizations is the CA SDM Community: CA Service Management
You can register to it if not done yet. It is a great source of help and information.