Request Management Using CA SDM

This article contains the following topics:
casm171
This article contains the following topics:
 
Requests are records of reports made to the help desk and the activities performed to resolve the requests. If you create a ticket as a copy of another ticket, the Status field displays all Status values.
 Depending on your role, you do not have access to all the functionality described in this section. For example, some predefined roles can edit records but cannot create new ones.
Create a Request
HID_CreateaRequest
You can either create a request from scratch or use an existing template.
 If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
 
Follow these steps:
 
  1. On the Service Desk tab, click the File menu and select the ticket type that you want to create. For example, to create a request from scratch, click File, New Request. To create a request from a template, Click File, New Request from Template.
  2. Fill in the request fields as appropriate.
    Use the controls available on the tabs to process the ticket as appropriate.
  3. Click one of the following buttons:
     
    Auto Assign -- 
    Triggers an auto assignment task, and updates the activity log. This button appears only when the ticket specifies a category or area that has auto-assignment enabled.
     
    Create Change Order -- 
    Opens the Create New Change Order page. You can create a change order ticket that is associated with this incident. This button appears only when you create incidents, problems, and requests.
     
    Create Problem -- 
    Opens the Create New Problem page so you can create a problem ticket associated with this incident. This button appears only when you create incidents and requests.
     
    Create Incident
     – Opens the Create New Incident page so you can create an associated incident ticket. This button appears only when you create change orders and requests.
     
    Find Similar -- 
    Opens the Find Similar page to search for similar problems.
    Quick Profile -- 
    Displays the contact information for the specified user in the 
    Affected End User 
    field. You can also view their environment details and their entire ticket history.
     
    Use Template -- 
    Displays a list of available templates for the selected ticket type. You can select the template that you want to use for creating this ticket.
You can use the Quick Profile to identify a contact to be the affected end user of your new ticket. Quick Profile allows you to search for a contact, and view the history of the issues, requests, change orders, incidents, and problems that are assigned to that contact. When you have identified a contact, you can create the incident ticket directly from the Quick Profile.
Request Fields
HID_RequestFields
The following fields are required to create or update a request:
 If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
    •  
      Request Reference Number
      This is a unique reference number assigned by CA Service Desk Manager for all request tickets. This is used by analysts and customers to refer to a particular request ticket.
    •  
      Requester
      Specifies the name of the person who initiated the ticket. This person must be a defined contact. You can enter a value directly or click the magnifier to search for the name.
    •  
      Affected End User
      Specifies the contact name of the person who is affected by the record. If the contact is assigned to a special handling type, special handling indicators are displayed. You can enter a value directly or click the magnifier to search for a contact name.
    •  
      Request Area
      Indicates the general area of your IT environment affected by the request (for example, Applications, E-mail, Hardware, and Software). Request areas provide default values that are entered automatically on all requests assigned to the area. In addition to the predefined request areas provided, your system administrator can define custom request areas.
      You can enter the request area directly into the field, or click  the Lookup icon to select from the defined request areas.
      Your system administrator has the option of adding custom properties to request areas. If custom properties have been added, they are displayed on the Properties tab when you create, edit, or view a request. Some custom properties require that you enter a value. For details, see Request Properties.
    •  
      Status
      Specifies the status code of the record. For example, you can list only the tickets with a status code of Fix in Progress, or can Close Requested. You can enter a value directly or click the magnifier to search for a status. The blue button (on the left side of the Status field) lets you change the current status to the next default status.
    •  
      Priority
      Specifies the priority ranking of the record. The ranking determines the amount of attention the ticket receives. The predefined priority levels are 1 (highest) through 5 (lowest). Your system administrator or an active priority calculation can generate the appropriate priority values for various installations and tenants. When priority calculation is enabled, this field is updated based on Impact, Urgency, Affected Service, and Affected User settings. When your administrator disables priority calculation and uninstalls the urgency_on_employee option, Self Service Users see the Priority field on the Request Detail page.
 
Detail Fields
 
    •  
      Reported By
      Specifies the name of the person reporting the record.
    •  
      Assignee
      Specifies the name of the person who is assigned to handle the record. You can enter a value directly or click the magnifier to search for a name. Selecting an assignee populates the groups that the assignee belongs to in the 
      Group
       field.
    •  
      Group
      Specifies the group that is responsible for this record. Your system administrator defines groups of contacts that are responsible for different types of issues, requests, incidents, or problems. Any contact who is part of the group can handle the record after it is assigned to the group. You can enter a value directly or click the magnifier to search for a group. Selecting a group populates the 
      Assignee
       field with the corresponding assignee name, which belong to the group.
    •  
      Configuration Item
      Specifies the hardware, software, or service that is affected by the record. Your system administrator creates a record that uniquely identifies each configuration item for your organization and indicates its precise location. You can enter a value directly or click the magnifier to search for an item.
    •  
      Severity
      Specifies the severity of the record, determined by the effect on people. Your system administrator can modify the default severity codes, so they can vary from one installation to another.
    •  
      Urgency
      Specifies the urgency of the record. The urgency is determined by the importance of the user tasks that are affected by the record. Urgency codes indicate the importance of a ticket based on the degree to which it affects user tasks. For example, a network outage is more urgent than a printer failure. Your system administrator can modify the default urgency codes, so they can vary from one installation to another. Urgency values can update automatically based on an active priority calculation.
    •  
      Impact
      Specifies an impact code, such as 1 -- Entire Organization, that indicates how a ticket affects work being performed. For example, a ticket that requires a network outage for several hours would have a higher impact than a ticket that takes a printer off-line. Your system administrator can modify the default impact codes, so they can vary from one installation to another
    •  
      Active
      Indicates whether the record is Active or Inactive. This value applies to the current record only, not the associated template.
    •  
      Charge Back ID
      Identifies the ID that is charged for service.
    •  
      Call Back Date/Time
      Identifies the date and time to follow up on this record. Enter the date and time in the format mm/dd/yyyy hh:mm am | pm, or click the calendar icon to select the date and time for follow-up.
    •  
      Resolution Code
      Indicates the action that the analyst had taken to resolve an incident or request. Resolution codes specify the general resolution of the ticket. For example, an Applied Patch resolution code indicates that the analyst used a software patch to address an incident.
    •  
      Resolution Method
      Indicates 
      how 
      an analyst implemented the resolution. For example, a Chat Session resolution method indicates that an analyst used a chat session to address an incident.
    •  
      Change
      Specifies the number and name of the change order associated with this record. You can enter a value directly or click the magnifier to search for a change order.
    •  
      Caused by Change Order
      Specifies only tickets that were opened as a result of a specific change order ticket. You can enter a value directly or click the magnifier to search for a change order ticket.
    •  
      External System Ticket
      Specifies an identification for a ticket that belongs to an external system that integrates with CA SDM. This field stores hyperlinks and displays functional links in read-only mode.
 
Summary Information Fields
 
    •  
      Summary
      Provides a brief description of the record.
    •  
      Spelling
      Checks the spelling of the text you enter in the Summary field.
    •  
      Total Activity Time
      Displays a running total of the overall amount of time spent working on the ticket. This value is updated each time a change is made to the ticket record. You cannot edit this field.
    •  
      Timer
      Tracks the incremental amount of the time spent working on various phases of ticket processing. The timer is reset to 00:00:00 each time you open the ticket record for updates. You cannot edit this field.
       The amount of time spent on each activity is shown on the Activities tab of the ticket record.
    •  
      Search Knowledge
      Searches for or submits information to the CA SDM Knowledge Base to help resolve tickets.
    •  
      Description
      Describes the record in detail.
    •  
      Ticket Open Date/Time
      Displays the date and time the ticket was opened.
    •  
      Last Modified Date/Time
      Displays the date that this ticket was last modified.
    •  
      Ticket Resolved Date/Time
      Displays the date and time the ticket was resolved.
       
    •  
      Ticket Closed Date/Time
      Displays the date and time the ticket was closed.
Request Tabs
HID_RequestTabs
The following tabs are available on the Create Request, Request Detail, and Update Request pages:
  •  
    Activities:
     Displays a log of the activities performed to resolve the request. For more information, see Add an Activity from the Ticket Management topic.
  •  
    Event Log:
     Displays a record of significant actions that take place regarding the request.
  •  
    Attachments:
     Attaches a document or a link to a URL to the request.
  •  
    Workflow Tasks:
     Lists the process instance and related audit trail messages for CA Process Automation or Classic Workflow that is associated with the ticket. The Workflow Tasks tab shows fields that apply to an attached workflow. The workflow may require some of the work items to complete before the ticket can close. The Workflow Tasks tab appears only if your administrator configured workflows for the ticket area or category. For more information, see Areas topic.
  •  
    Service Type:
     Allows you to attach a service type event to indicate the level of support for the ticket.
  •  
    Parent / Child:
     Allows you to create a parent/child relationship between the request and another CA SDM record.
  •  
    Knowledge:
     Searches for or submit information to the CA SDM Knowledge base to help resolve requests. The Federated Search capability helps you to get the knowledge search results from multiple sources. For example, Google, SharePoint, CA Open Space, and so on.
  •  
    Solutions:
     Stores information about the request solution with the request record for future reference.
  •  
    Properties:
     Adds custom properties to request areas.
  •  
    Templates:
     Allows you to create a template using the current ticket as a model.
  •  
    Support Automation: 
    Displays the assistance session log and lets you invite the end user to an assistance session.
Request Properties
Aministrators have the option of defining custom properties for request areas, to provided additional detail on request tickets assigned to that area. When you select a request area while creating or editing a request, if any custom properties have been defined for that area, they appear on the Properties tab.
The Properties tab contains the following fields:
 
Name
 
Identifies the descriptive name assigned to the property, and indicates whether a value entry for the property is required or optional. Names of properties that require a value are shown with an asterisk after the name.
Value
 
Specifies the value you assign to the property. There are three kinds of property value controls:
 
Freeform text fields
 
The values you enter for these properties are not validated. Be sure to read the information in the Examples column for guidance on the kind of information this property is intended to contain.
Checkboxes
 
Two-state checkboxes. Checked = Yes. Cleared = No. Property values for checkboxes are validated.
Dropdown lists
 
A list of options. If your administrator has defined this field as required, you must select one of the values in the list. If a default value has been assigned, it is displayed when the list first appears. Property values for dropdown lists are validated.
 On the Request Detail page, only the specified values are displayed, with no indication of whether the value was set via freeform text field, checkbox, or dropdown list.
Examples
 
Provides examples of the kinds of values that are intended for this property. For example, if a freeform text field is intended to contain information about a network type, this field might include LAN, WAN, and SAN as example values.