The following fields require explanation:
Specifies the name of the person affected by the record. You can enter a name directly or click the magnifier to search for a contact.
Indicates the general category of the issue within your IT environment (for example, Hardware.pc.install and Software.pc.install). Issue categories provide default values that are entered automatically on all issue tickets assigned to the category. In addition to the predefined issue categories, your system administrator may define custom issue categories. You can enter a value directly, or click 
to select from the defined categories. When you edit the Category and a CA Process Automation workflow is already running, the workflow cancels.
Note: Your system administrator has the option of adding custom properties to issue categories. If custom properties have been added, they are displayed on the Properties tab when you create, edit, or view an issue. Some custom properties require that you enter a value. For details, see Issue Properties.
Specifies the status of the record. You can enter the status directly or click the magnifier to search for a status.
Specifies 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.
Indicates the product that is associated with this issue. Select a product from the drop-down list.
Detail Fields
Specifies the name of the organization responsible for submitting the issue. You can enter a value directly or click the magnifier to search for an organization.
Specifies the job title of the contact within the organization that submitted the issue, such as CEO, Director, or Manager.
Indicates the role of the person submitting the issue to your service desk. For example, the person might be a customer or a potential customer.
Displays the date and time the record was created, in the time zone of the server. This field is read-only and is automatically filled during creation. The date and time display in mm/dd/yyyy hh:mm am | pm format.
Identifies the basic reason for opening the issue. For example, the reason might be a complaint, inquiry, or suggestion from a customer. Select a value from the drop-down list.
Indicates the reporting method used to submit the current issue. Select a value from the drop-down list.
Specifies the name of the person assigned to handle the record. You can enter the name of the person directly, or click the magnifier to search for a name.
Specifies the group that is responsible for the 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 once it has been assigned to the group. You can enter the group name directly, or click the magnifier to search for the group.
Specifies an issue number for an on-site service call.
Specifies the date of the last on-site service call. You can enter the date and time in mm/dd/yyyy hh:mm am | pm format or click the calendar to select a date.
Specifies the date that the issue needs to be completed by. You can enter the date and time in mm/dd/yyyy hh:mm am | pm format or click the calendar to select a date.
Specifies the date and time to follow up on this record. You can 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.
Specifies the code associated with the core reason why the ticket was opened. Your service desk can use generic root cause codes, such as Hardware Failure or Software Failure, or more specific codes, such as Network.Cable, Network.Card or Network.Response. You can enter the root cause directly into the field, or click to display the defined root causes and select one.
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
Describes the record briefly.
Checks the spelling of the text you enter in the Issue Summary field.
Describes the record.
Checks the spelling of the text you enter in the Issue Description field.
Displays the date and time when the issue was started in mm/dd/yyyy hh:mm am | pm format.
Displays the date and time when the issue was resolved in mm/dd/yyyy hh:mm am | pm format.
Displays the date and time when the issue was closed in mm/dd/yyyy hh:mm am | pm format.
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.
Note: The amount of time spent on each activity is shown on the Activities tab of the ticket record.
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