Catalog Content Configuration - SDM Incident Configuration only in rootBU

Document ID : KB000071726
Last Modified Date : 03/05/2018
Show Technical Document Details
Question:
We use Content packs for creating requests in SDM upon request in Catalog entering state "Pending fulfillment". This works without any problem if we are using it on root BU. We defined that we want to open request by setting "Issue Type" to "R" in Catalog->Configuration->Content Configuration->SDM incident Configuration.

The problem is that we have created 3 sub-business units. When we have a Catalog user that orders a service from one of those sub-units. The service goes to normal approval that we set up. After it enters the pending fulfillment stage, SDM ticket opens but instead of opening a Request (R), it opens an incident (I). At first I thought that I needed to set up SDM Incident Configuration for each BU. That would be ok, but I cannot find it in the Catalog->Configuration->Content Configuration when I change to desired BU.
Answer:
The form for editing the configuration is in Forms > CA Catalog Content > Service Management Forms > SDM Incident Configuration and is part of the 'CA Service Management Content Pack' content pack.

When you're copying the other information you require for setting up this content in the sub-BU, you need to bring this across as well. You can bring this form to the sub-unit by using the "Change Business Unit" button on the Catalog > Configuration > Content Packs page and re-import it from the filestore. The form itself, along with the services that use it, will then be imported to the BU you've requested it for.