CA Clarity PPM incidents that originate as Service Desk change orders represent the request for maintenance work and contain the details from that change order. To view a list of the fields that are mapped from Service Desk change orders to CA Clarity PPM incidents, see the appendix "Field Mappings."
If the CA Clarity PPM change manager has considered the scope of the new incident and has determined that the incident should be managed as a project, the change manager can convert the incident to a project.
Each time a CA Clarity PPM incident that originated as a Service Desk change order is converted to a project, CA Clarity PPM sends an update to Service Desk. The Log Comment is entered in Service Desk Change Order Activity Log List. The conversion process also triggers CA Clarity PPM to set the Service Desk change order Monitor Clarity Work Request workflow task status from "Pending" to "In Progress".
Note: See the Demand Management User Guide for more information.
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