What is the meaning of the "External System Ticket" field in Service Desk Manager? How is this generated? Can it be modified?

Document ID : KB000012703
Last Modified Date : 14/02/2018
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Introduction:

After creating a ticket in Service Desk Manager from Unified Self-Service and/or Service Catalog integration, Service Desk Manager form is showing an ID in the "External System Ticket" field.

Question:

What is the meaning of the "External System Ticket" field that appears in Service Desk Manager in a ticket generated from Service Catalog or Unified Self-Service(USS)? How is this ID generated? Can it be modified?

Environment:
Unified Self-Service (USS) 14.1 or aboveService Desk Manager (SDM) 14.1 or aboveService Catalog (SC) 14.1 or above
Answer:

The external system ticket is generated automatically when Service Desk Manager (SDM), Service Catalog (SC) and Unified Self Service (USS) are integrated. In particular is created in Service Catalog, the ID is hard-coded and cannot be modified out of the box, it consists of three parts:

CASC-XXXXX-XXXXX

The first alphabetic part refers to the application where it came from "CASC" meaning CA Service Catalog.

The second is an internal ID number generated in CA Service Catalog.

The third one is the ID of the ticket created in USS which can also be seen in Service Catalog.