The following tabs are available on the Create Request, Request Detail, and Update Request pages:
Displays a log of the activities performed to resolve the request.
Displays a record of significant actions that take place regarding the request.
Attaches a document or a link to a URL to the request.
Lists the process instance and related audit trail messages for CA Process Automation, CA Workflow, 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.
Note: The Workflow Tasks tab appears only if your administrator configured workflows for the ticket area or category. For more information about workflows, see the Administration Guide.
Associates a service type to indicate the level of support for the ticket.
Creates a parent-child relationship between the request and another CA SDM record.
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.
Stores information about the request solution with the request record for future reference.
Adds custom properties to request areas.
Creates a template using the current ticket as a model.
Displays the assistance session log and lets you invite the end user to an assistance session.
Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
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