Configure the Mobile Attributes for CA SDM Tickets

For example, in the CA SDM Web UI, if the Administrator has configured a category attribute as mandatory, this will restrict mobile users to create a ticket as the category field is not available out of the box on create/edit ticket. Hence, in order to be consistent with the CA SDM Web UI, the administrator can add the same attribute as part of mobile attribute in the CA SDM server.
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HID_Configure_MobileAttributes
CA SDM Administrators can configure new mobile attributes on the CA SDM Server. End users can view these attributes in the mobile application UI while editing or creating a ticket. Administrators can add any mandatory or custom attributes on the CA SDM Web UI while creating a ticket and make these attributes available to mobile application users. The end users can view these attribute fields on the mobile application ticket UI and fill in the required information.
Mobile attributes for CA SDM tickets is supported on CA Service Management Mobile App 3.1.3 and onwards.
For example, in the CA SDM Web UI, if the Administrator has configured a category attribute as mandatory, this will restrict mobile users to create a ticket as the category field is not available out of the box on create/edit ticket. Hence, in order to be consistent with the CA SDM Web UI, the administrator can add the same attribute as part of mobile attribute in the CA SDM server.
To create mobile attributes for CA SDM tickets, complete the following steps:
Follow these steps:
  1. Log in to CA SDM as an Administrator.
  2. Navigate to
    Administration
    ,
    Service Desk
    ,
    Mobile Attributes
    .
  3. Click
    Create New
    to create a mobile attribute.
  4. Select an
    Object Type
    from the drop-down list.
  5. Select an attribute for the object type from
    Select an Attribute
    .
    You can also search for the object type attribute from the Activity Association List page.
  6. Save the form.
    CA SDM users can view this mobile attribute while editing or creating a ticket through their mobile applications.
Restricted Object Type Attributes for Mobile Applications
Currently, few CA SDM object type attributes are not available for CA SDM mobile application users. Restricted object type attributes are as follows:
Requests/Incidents/Problems
For CA SDM requests/incidents/problems, list of object type attributes that are not displayed in mobile application UI are as follows:
  • ACTIVE
  • ACTIVE PREVIOUS
  • Assignee Previous
  • Charge back ID
  • close date
  • group previous
  • impact previous
  • incident priority
  • Last Target Closed Time
  • Last Target Hold Time
  • Last Target Resolved Time
  • Last Target Start Time
  • Open Date
  • Priority Previous
  • Request/Incident/Problem Area Previous
  • Status Previous
  • Resolve Date
  • Severity Previous
  • Tenant
  • Type
  • Urgency Previous
Change Orders
For CA SDM Change Orders, list of object type attributes that are not displayed in the mobile application UI:
  • ACTIVE
  • ACTIVE PREVIOUS
  • Assignee Previous
  • Group Previous
  • Impact Previous
  • Last Target Closed Time
  • Last Target Hold Time
  • Last Target Resolved Tim
  • Last Target Start Time
  • Priority Previous
  • Status Previous
  • OPENDATE
  • Resolve Date
  • Tenant
Issues
For CA SDM Issues, list of object type attributes that are not displayed in the mobile application UI are as follows:
  • ACTIVE
  • ACTIVE PREVIOUS
  • Assignee Previous
  • Group Previous
  • Last Target Closed Time
  • Last Target Hold Time
  • Last Target Resolved Tim
  • Last Target Start Time
  • Priority Previous
  • Status Previous
  • opendate
  • Resolve Date
  • Tenant
Edit CA SDM Tickets
While editing CA SDM tickets, list of mobile attributes that are not displayed since the user has control on these attributes from the action menu available on the CA SDM ticket page:
  • assignee
  • group
  • priority
  • status