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 problem (for example, Applications, E-mail, Hardware, and Software). Problem areas provide default values that are entered automatically on all problem tickets assigned to the area. In addition to the predefined problem areas, your system administrator can define custom problem areas. You can enter a value directly or click the magnifier to search for a problem area.
Note: Your system administrator has the option of adding custom properties to problem areas. If custom properties have been added, they are displayed on the Properties tab when you create, edit, or view a problem. Some custom properties require that you enter a value. For details, see Problem Properties.
Note: Clicking Reset on the Create New Problem window does not restore the Problem Area field to the previous value.
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.
Specifies the priority ranking of the record to determine the amount of attention it 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 updates 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
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 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.
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 ID that is charged for the service.
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 open a calendar window where you can select the date and time for follow-up.
Identifies 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 a value directly or click the magnifier to search for a code.
Specifies the number and name of the change order associated with this record. Enter the number or name of the change order directly in this field or click the search icon to search for the 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.
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.
Sets or resets the Actual Date/Time to the current date and time.
Specifies the current Service Target.
Specifies date and time when this Service Target is due. If the ticket is in a Hold status, this value is blank.
Specifies the time when the target condition was met. If no value appears, the target condition has not been met.
Specifies the amount of remaining time for the service target when the ticket is on hold. If the Service Target has been met, Time Left shows the unused time. A negative value indicates the amount of time that elapsed since the missed target date.
Specifies the incurred cost when the service type time limit is violated.
Specifies the primary service that affects the problem or incident. The CIs of type Service have a class defined in the Enterprise Service Family field. The ticket stores the currently affected service information in the ticket for reporting. You can enter a value directly or click the magnifier to search for a CI.
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.
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 the priority ranking of the record to determine the amount of attention it 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 updates 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..
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