Related Ticket Activities

This article contains the following topics:
casm1401
HID_Related Ticket Activities
This article contains the following topics:
When an activity is generated for a CA SDM ticket, you can propagate the activity to one or more related tickets. For example, a Problem record created from an Incident can update the Incident record when the Problem is resolved. When the activity occurs, an activity log is generated for the related ticket that includes the following information:
  • Related ticket activity type, for example, Update Status
  • Contact name
  • Parent ticket type and its reference number
  • Activity log description, for example, status updated from Work in Progress to Open
Activity logs are propagated to related tickets based on the properties set within each activity notification. The attributes of the related tickets are not modified. The following relationships are propagated:
Problems propagate to all active Incidents.
  • Change Orders propagate to all active Problems and Incidents.
As a system administrator, you can perform the following actions:
  • Set up activity notifications to propagate related ticket activities.
  • Configure a Related Ticket activity notification to notify the appropriate contacts when the activity is propagated to related tickets.
How to Define Activity Notifications for Related Tickets
HID_Define Activity Notifications for Related Tickets
You can propagate activity logs to related tickets based on the properties set in each activity notification. The attributes of the related tickets are not modified.
To define an activity notification for related ticket activities, do the following:
  1. On the Administration tab, select Notifications, Activity Notifications.
  2. Open the appropriate activity notification for editing.
  3. On the detail page, click the Related Ticket Activity check box to mark it as active.
  4. If you have multi-tenancy, perform the following:
    • Specify the appropriate tenant type from the Related Ticket Activity drop-down list.
    • Enter the name of the tenant in the tenant field, or click the search icon to search for a tenant.
  5. (Optional) Update the default Notification Rule and specify contacts to receive notification.
  6. Click Save, Close Window.
    The updated activity notification appears in the Activity Notification List when you redisplay the list.
How to Define Related Ticket Activity Notifications
HID_Define Related Ticket Activity Notifications
You can change the default settings in the Related Ticket activity notification to notify the appropriate contacts when the activity logs are propagated to related tickets (requests/incidents/problems, change orders, and issues).
To define a related ticket activity notification, do the following:
  1. Open the Related Tickets activity notification on the Activity Notification List page.
  2. Click Edit and change one or more of the fields as appropriate on the detail page.
  3. (Optional) Update the default Notification Rule for and specify contacts to receive notification.
  4. Click Save, Close Window.
    The updated Related Ticket activity notification appears in the Activity Notification List when you redisplay the list.
Audit Log Use
HID_Using the CA SDM Audit Log
CA SDM creates an audit log that records the following information:
  • All changes to an issue (Issue)
  • All changes to a request (Call_Req)
  • All changes to a change order (Change_Request)
  • All changes to a data partition (Domain) tables
  • The login ID of the person associated with the change and an associated day/date/time stamp
  • The before and after values of the update, insert, or delete
  • The creation of contacts
  • Creation and update activities to the nr object
The audit log captures modifications to only the contact data partition field, but no other contact record updates.
The audit log feature is automatically installed, and you can enable it by installing two Audit Log options with the Options Manager: audit_ins and audit_upd. After you have installed these options, you can access the audit log on the Administration Tab by selecting Service Desk, Audit Log List. You can search the audit log list with a built-in search tool, and use it to facilitate report generation.