Attriibutes which can be added to new ticket creation in Service Point

Products

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

Issue/Introduction

What are the available attributes one can choose to display when an end user is creating a new ticket in Service Point?

Environment

Release:  17.3 and higher
CA Service Management

Resolution

Below is the list of attributes that can be added into new ticket page.

 

Attribute Name	Attribute Value	Factory Object
Affected Service	affected_service	nr
Call Back On	call_back_date	-
Change	change	chg
Charge Back ID	charge_back_id	-
Configuration Item	affected_resource	nr
External System Ticket	external_system_ticket	-
Impact	impact	imp
Incident Priority	incident_priority	-
Major Incident	major_incident	-
Owner	assignee	agt
Parent Ticket	parent	cr
Requested By	requested_by	cnt
Resolution Code	resolution_code	resocode
Resolution Method	resolution_method	resomethod
Root Cause	rootcause	rc
Severity	severity	sev
Summary	summary	-
Urgency	urgency	urg

 

Additional Information

One will also need to review the setting empFactoryAccess under xFlow Interface -> General and add the approprate factory object.  For instance, if the need is to display the "Owner" field, one should append the "agt" factory per the above chart.

Certain fields cannot be added due to data partition restrictions on employee role which cannot be changed.  For instance, the Team (group) attribute is excluded from the above chart as a result.