CA Service Management

  • Private Community

  • 1.  How I Can display SDM fields in a request for incidents into USM?

    Posted Mar 09, 2016 11:31 AM

     

     

    We have integrated USS + SDM + USM(Service Catalog).
    When a user creates a service request in USS/USM , if this is approved, a ticket (request) is automatically created in SDM. Now, when the user wants to display the service request into USS/USM,

     

     

     

    The only way to see details of the ticket is pressing the link to access the SDM. We need to present  (read only) some data from the ticket (SDM) in the service request, for example group, status, category.
    Someone can help us configure USM to read and display (read only) fields from SDM updated whenever the user wants to view your application catalog and / or USS?

     

    Thanks
    Juan


  • 2.  Re: How I Can display SDM fields in a request for incidents into USM?

    Posted Mar 11, 2016 01:48 PM

    One option may be to create a JavaScript function which is invoked onLoad of your form which calls ca_ReportQuery to execute a data object that returns the data from the mdb and updates form fields with this information.

     

    Another option might be to leverage Service Desk events/macros to invoke a PAM process and update fields in the Catalog request when the SDM field(s) is updated.



  • 3.  Re: How I Can display SDM fields in a request for incidents into USM?

    Posted Mar 11, 2016 05:28 PM

    In addition to @Jason Wolfe 's ideas for a workaround; Please look at this Idea:  Catalog and SD should share same request module/ID as this would allow adding the level of details to the USS more manageable.  Vote this up if you think it would be a good idea for CA to do this.

     

    J.W.