CA Service Management

  • Private Community

  • 1.  Requestor Department Name? CABI 4.1 Service Desk

    Posted Mar 14, 2018 11:14 AM

    Hello Community,

     

    We have CA Service Desk 14.1 integrated with BOXI (CABI 4.1)

     

    We have an URGENT SITUATION with a report's field. Is there a way to bring the Service Desk requestor's department of a ticket to a field in BOXI? We tried creating objects in the universe but we haven't found the solution. Please help! We are in a critical situation because of that field.

     

    An example of he report would be:

     

    Ticket NumberRequestor UsernameRequestor DepartmentAsignee
    22jpichardoTechnologyuser
    24jdavisTechnologyuser

    Now is bringing the Asignee's Department. We need Requestor Department.

     

    Please Help!

     

    Jose Pichardo



  • 2.  Re: Requestor Department Name? CABI 4.1 Service Desk
    Best Answer

    Broadcom Employee
    Posted Mar 14, 2018 11:25 AM

    Jose,

     

    I think you need to fix SDM Attribute aliases first,  and then expose them in the Universe.  Check this article which fixes the customer.**   vs  requestor.*** 

     

    The 'Requestor' and 'Affected End User' attributes - CA Knowledge 

     

    _R



  • 3.  Re: Requestor Department Name? CABI 4.1 Service Desk

    Broadcom Employee
    Posted Mar 19, 2018 11:56 AM

    Jose........

     

    Do you have any further questions regarding this thread?

     

    If not, please mark Raghu's answer as correct so that this thread can be closed.