Define Code for Application Data Components

You can define codes for your application data components. To create a code, select Service Desk, Application Data, Codes, <code_that_you_want_to_create> from the Administration tab.
You can define codes for your application data components. To create a code, select Service Desk, Application Data, Codes, <code_that_you_want_to_create> from the Administration tab.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants. If you are the Service Provider, select the appropriate tenant from the dropdown menu. The public (shared) option creates the object for all tenants.
Attribute Alias
CA SDM includes an ODBC driver that allows an external application, such as Web Intelligence, to submit SQL SELECT queries directly to the CA SDM object manager (domsrvr). The driver depicts CA SDM Majic object names and attributes as tables and columns of a virtual database. In addition, the driver allows an unlimited number of attribute alias columns to be added to each object. Each attribute alias defines a pseudo-column corresponding to a column of a joined table. For example, the attribute alias assignee_organization_name corresponds to the Majic dotted join
Attribute alias codes provide a flattened view of the database. They allow you to include columns from related tables. By convention, an attribute alias name is the same as the Majic join name, with the dots replaced by underscores. For example, if a Call Request report needs to show the assignee's organization name, and this column was not provided out of the box, you could define an alias called assignee_organization_name that equates to
To create this code, the object name is the majic object name associated with the attribute alias. For more information about objects, see the Technical Reference topic.
Auto Close Settings
Auto Assignment
Contact Type
Contact type codes are classifications for the people associated with your network, such as vendors, analysts, or customers.
Contact type codes let you sort and select information based on the kind of person involved with a ticket. For example, you can report on how many tickets were created by an outside vendor contact. You can also use contact types to restrict certain functions to certain types of users. For example, only users with the contact type of analyst can resolve tickets.
Cost Centers
A cost center is a group or unit that uses purchased assets. Cost center codes are used to roll up groups of purchased assets for budgeting and reporting purposes. A cost center could be an internal department, a subsidiary, or any group that needs to have its assets tracked separately.
You can associate country codes with your organization's location codes, as part of the address information.
You can define department codes to reflect the departments within your organization. Departments can then be associated with records such as contacts and groups.
End User Roles
End user role codes categorize the various people who contact the service desk. For example, a user might be an existing customer, a potential customer, or a sales manager. 
iCalender Event Templates
iCalendar event templates control the information that is exported to iCalendar format. The following predefined templates are installed with CA SDM:
  • Change Schedule
  • KnowledgeScheduleCreation
  • KnowledgeScheduleExpired
  • KnowledgeScheduleReview
  • KnowledgeScheduleStart
You can edit the predefined iCalendar event template codes, but you cannot delete or create them.
The SchedExpMaximum variable in web.cfg controls the maximum events allowed for an export. Increasing the default (1000) could cause system instability. If you attempt to export more than the value specified in SchedExpMaximum, a message appears refusing your exporting request.
You can set a display alarm (such as 1 Day before or 1 Hour before) for each event that creates a calendar.
Impact codes indicate how much a ticket affects work being performed. You can use impact codes to select and sort records, and organize them for reports. The predefined impact codes are:
  • 1-Entire organization
  • 2-Multiple Groups
  • 3-Single Group
  • 4-Small Group
  • 5-One person
  • None =  No Impact is assigned
You can change the symbols for impact codes. For example, your site might decide not to use numbers at all and assign codes of low, medium, high, and so on.
You can edit the predefined impact codes, but you cannot delete or create them.
Location codes precisely identify a physical place. You can use location codes to identify where inventory components reside, such as contacts and resources like printers. Location codes can identify any type of place, for example, a city, building, or a specific floor of a building. You can configure automatic ticket assignment for the location, based on request areas, change categories, issue categories, and groups. For example, to auto assign issue tickets in a certain category to analysts associated with this location, click the Update Issue Categories button on the Auto Assignment tab and select the category from the list. For more information about configuring Auto Assignment, see Auto Assignment.
Organization codes can define the companies, divisions, or departments in your enterprise. You can use organization codes to indicate the working and reporting relationships of your service desk users. This information is defined on a user's contact records and displayed on their tickets.
Organizations can also be assigned to the resources in an asset class, or the issues assigned to a specific ticket area or category.
Outage Type
Outage types represent a single general type of outage for an incident that a user reports, or to specify other types of outages such as a scheduled or test outage. When a user reports an outage incident, you can specify an outage type on the ticket to help categorize and track the incident. For example, you can use an outage type of Facilities on a ticket to indicate that an outage that affected the end-user facilities.
Position codes can indicate the job title of a person who opens a ticket.
Priority codes indicate the amount of attention a ticket should receive. Priority codes are used when defining automatic notification and external processing for specific types of situations. They are also used as a label in the scoreboard to prioritize tickets.
You can modify a priority code's symbol. For example, your site might decide not to use numbers at all and assign priority codes of low, medium, high, and so on.
You can modify a priority code's associated service type. For example, you could change the service type for priority code 1 from the default value of 04hr resolution to a custom service type of 02hr resolution.
Product codes identify the products supported by your service desk.
Reason codes define the purposes for opening tickets. For example, a reason for opening an issue might be an inquiry, a complaint, or a suggestion.
Reporting Methods
Reporting method codes define the ways a ticket can be reported to the service desk. For example, a customer might create an issue over the phone or via e-mail.
Incident management focuses on getting the end user up and running as fast as possible. Analysts can indicate what they did to resolve an incident by using a resolution code. Resolution codes specify the category code of the ticket resolution, for example, an Applied Patch resolution code indicates that the ticket was addressed by applying a patch or fix to the software.
Resolution Method
Resolution methods define the ways the service desk can resolve tickets. For example, an analyst can resolve an incident or request through a chat session or an on-site visit.
Root Cause
Root cause codes identify the source of a problem reported in your service desk. Root cause codes comprise a set of nodes, which are separated by periods to indicate where the root cause fits into a hierarchy of root causes. For example, the root cause name Network.Cable.Install indicates the Install root cause as part of the Cable root cause, which in turn is part of the Network root cause.  
By default, the Root Cause Selection window displays as a hierarchical selection list. If you want to display the Root Cause Selection window as a normal list, you can install the no_hier_list option through the Options Manager.
Severity codes indicate the effect a ticket has on people. For example, a printer problem might affect a larger number of people than the failure of user system or computer. Severity codes are used to select and sort tickets and organize them for reports.
State/province codes identify the states and provinces where tickets might originate in your service desk.
Symptom codes represent a single general symptom for an incident that a user reports. When a user reports an incident, you can specify a symptom code on the ticket to help categorize and track the incident. For example, you can use a symptom code of Slow Response on a ticket for an application that is not running as fast as a user expects.
Timers act as a stopwatch with various thresholds that give the analyst indications of elapsed time. You can define the amount of time the timer remains at each threshold, and have the timer change color, beep, or display a reminder as it reaches each threshold. A service desk analyst cannot control the stopwatch; only the administrator can control it. Requests are the only type of ticket that uses timers; therefore, set up timers for internal and combined service desk models. For more information, see Timer Setup.
Time Zone
You can set up specific time zones for servers, service types, contacts, and locations in your CA SDM system. You can set up local service types that apply to a specific time zone and global service types that apply across the entire enterprise. This setup eliminates the need for the administrator to know the time zone of a server and manually adjust the work shift times to fit different time zones. For more information, see Time Zone Setup.
Urgency codes indicate the importance of the user tasks affected by a ticket. You assign urgency codes to tickets based on how it affects user tasks. Urgency codes can be used to select and sort information and to organize it for reports.
Web Macro
CA SDM includes a number of predefined macros. Most of these macros insert JavaScript text to create an element on a web form. Use Web Screen Painter to create and modify forms using these macros.
Workshift codes specify the dates, days, and times when the monitoring of an event is in effect. You can add new workshifts or update existing workshifts. Workshifts often coincide with the times your service desk is operating. By defining workshifts, you can set up events and monitor them precisely. For more information, see Workshift Setup.
Timespan codes allow you to define time spans that can be applied to stored queries. You can create time spans that control the start time, end time, and trigger time of stored queries.
Site codes represent general groupings, such as cities or regions. Sites can include several locations, which are physical places like buildings or floors. Site records are referenced in location records. You should create site records before location records so the sites are available when you define the locations.