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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Introduction:

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?

Environment:
Service Catalog 14.1Service Desk 14.1
Instructions:

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:

https://www.youtube.com/watch?v=ls-UcbDrK1Y&list=PLynEdQRJawmxzRAWRffwpXetTc3wtIq4J&index=4

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.