Customer wants to know what is the behavior when an Support Automation (SA) template is associated to an incident template, and an incident is created from a SA Chat
How the Support Automation / Incident Templates Association works? When a ticket is created through a Support Automation chat, what fields will be taken
from incident template or Support Automation template to fill out the new incident?
CA Service Desk Manager 14.1.x / 17.x
The new incident created through a Support Automation chat based on a template, will be filled according the following rules:
. Incident template will be used for some fields that i could test: impact, urgency, CI, Afected Service, Symptom, resolution code, and others..
. The Support automation Template will use the fields like: Category (if Area_Defaults option is installed, it wil take group and assignee from it), status, description, End User..