CA Service Management

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  • 1.  How to sync SDM ticket status with SC request status?

    Posted Jan 09, 2018 03:03 PM

    Hi! We need to synchronize Service Desk ticket status with the Service Catalog request status, is that possible? OOTB we can only sync the cancelled and closed status, but we would like to sync all the possible status.



  • 2.  Re: How to sync SDM ticket status with SC request status?

    Broadcom Employee
    Posted Jan 10, 2018 03:12 AM

    Good Morning Sebeastian.
     
    As to my knowledge, this is (as you mentioned) ootb behaviour.
    And I can not find a way to customize this.
     
    I did find some information about the below:
    Status 'Closed' in SDM sets status 'Completed' in SC.
    Is it possible to also get status 'Resolved' in SDM to be set as 'Completed' in SC.
    However, this is not what you are asking for.
     
    Perhaps someone else in the Community has experience with this.
     
    With kind regards, Louis van Amelsfort.



  • 3.  Re: How to sync SDM ticket status with SC request status?

    Posted Jan 10, 2018 08:21 AM

    Thank you Louis! if there is no solution, can we set this as a new feature proposal?



  • 4.  Re: How to sync SDM ticket status with SC request status?
    Best Answer

    Broadcom Employee
    Posted Jan 10, 2018 08:30 AM

    Good Afternoon Sebeastian.

     

    Sure, ofcourse. You can always add an Idea for this in this same Community.

    I'll check for it and vote-up when available. :-)

     

    Thanks and kind regards, Louis.

     

    PS. I'll then mark this thread as 'correct'.