We use USS and would like to change the priority of all Service Desk tickets raised via USS from 3 to 4.

Document ID : KB000010009
Last Modified Date : 14/02/2018
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In USS, selecting the "Report an Issue..." option will create a Service Catalog request with an associated Service Desk ticket. How can we change the defaultĀ  values which are passed to the Service Desk ticket?

Service Catalog 14.1Service Desk 14.1

You can map Service Catalog fields to Service Desk ticket attributes and properties.

Copy/modify the "out of the box" Catalog > Forms > CA Catalog Content > Service Management Forms > Issue Details form and set the _id of the fields you would like to map as 'ca_sdm_prop_<SDM sequence number>' similar to the steps outlined in the following video:


You can also use ca_sdm_attr_<SDM attribute name> to pass values to attributes rather than properties. In the case of the priority field, you can define a field in the Issue Details form and set the _id of the field to "ca_sdm_attr_priority" and the value in this field will be passed to the Service Desk ticket as the priority.