Manage Ticket Attributes

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HID_SP_Ticket_Attributes
As an administrator, define the set of attributes to be displayed during ticket creation and manage the attributes that appear when viewing a ticket.
To restrict Urgency data in Service Point, it is recommended that CA SDM Administrators create Data Partition restrictions for respective employee roles.
The Preferred Ticket Type attribute specifies the default type of a ticket created by Service Point when the logged in user does not select a category/Area or when the selected category is designed for both incidents and requests.
Service Point honors all transition types supported by CA Service Desk Manager employee interface. If you are changing the Status Transition type for a ticket in CA SDM, ensure to restart the xFlow Analyst Interface Services.
Create New Ticket Attribute
An administrator can configure the attributes that are displayed during ticket creation in Service Point.
We recommend not to add the Local attributes of an object as a ticket attribute, as they are temporal and do not have a database storage.
Follow these steps:
  1. Log in to CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    xFlow Analyst Interface
    ,
    Service Point
    , and
    Configurations.
  3. Select a configuration from the configuration list.
    The Service Point Configuration Detail page appears.
  4. Click
    Create New
    .
    Administrators can create a tenant-specific configuration.
  5. Complete the fields as appropriate:
    1. Configuration
      : The configuration to which the new ticket attribute belongs to.
    2. Active
      : Only active attributes are displayed while creating a ticket.
    3. Ticket Attribute
      : Identifies the ticket attribute name. To add a custom attribute, see Objects and Attributes.
      We recommend not to add the following system level attributes to be displayed while creating a ticket. This includes and is not limited to the following attributes:
      Active
      ,
      Call Back Flag
      ,
      Closed On
      ,
      Customer, Description
      ,
      Heat
      ,
      Id
      ,
      Last Modified
      ,
      Modified By
      ,
      Opened On
      ,
      Resolved On
      ,
      Reported by
      ,
      SLA Violation
      ,
      Ticket Number
      ,
      Type
      ,
      Persistent id
      ,
      Predicted SLA Violation
      , and
      Priority
      (When APC is enabled).
    4. Default Value
      : A pre-filled value in the field that is displayed while creating a ticket. It displays the Majic attributes of the New Ticket attribute that is selected.
      For example, for a request object (cr), the attribute value can be
      assignee
      or
      assignee.organization
      or
      summary
      .
  6. Click
    Save
    .
Manage Ticket Summary Attributes
An administrator can configure the attributes that are displayed while viewing a ticket in Service Point.
Follow these steps:
  1. Log in to CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    xFlow Analyst Interface
    ,
    Service Point
    , and
    Configurations.
  3. Select a configuration from the configuration list.
    The Service Point Configuration Detail page appears.
  4. Click
    Add Ticket Attribute
    .
  5. Click Ticket Summary Attribute.
  6. Complete the fields as appropriate:
    • Sequence:
      Represents the order in which the ticket attributes appear in the ticket summary section of the Ticket Details page.
    • Attribute Name:
      Click the magnifier icon to search for an attribute from the
      Object Attribute List
      . To add a custom attribute, see Objects and Attributes.
  7. Click
    Save.