Note: If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
The following fields require explanation:
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.
Specifies the contact name of the person affected by the record. Stores current affected contact information in the ticket for use in reporting. Displays special handling indicators when the affected end user is assigned to a special handling type. You can enter a value directly or click the magnifier to search for a contact name.
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 
to select from the defined request areas.
Note: 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.
Specifies the status code of the record. For example, you can list only the tickets with a status code of Fix in Progress, or 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.
Indicates the priority ranking of the record, determined by the amount of attention it should receive. Your system administrator can modify the default priority codes, so they can vary from one installation to another.
Detail Fields
Specifies the name of the person reporting the record.
Specifies the name of the person assigned to handle the record. You can enter a value directly or click the magnifier to search for a name.
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 individual contact assigned to the group can handle the record after it has been assigned to the group. You can enter a value directly or click the magnifier to search for a group.
Specifies the hardware, software, or service 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.
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.
Specifies the urgency of the record, determined by the importance of the user tasks affected by a 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.
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.
Indicates whether the record is Active or Inactive. This value applies to the current record only, not the associated template.
Identifies the ID that is charged for service.
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.
Indicates what the analyst did 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.
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.
Note: The Resolution Codes and Resolution Methods fields are empty unless the administrator sets them up.
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.
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.
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
Provides a brief description of the record.
Checks the spelling of the text you enter in the Summary field.
Searches for or submits information to the CA SDM Knowledge Base to help resolve tickets.
Describes the record in detail.
Checks the spelling of the text you enter in the Description field.
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.
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.
Note: The amount of time spent on each activity is shown on the Activities tab of the ticket record.
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