Data Sources › CA Service Desk Manager › Configure Request Form

Configure Request Form

Establish the integration connection with CA SDM, you can configure the request form which your organization users use to create new Help Desk requests. The request form comes prepopulated with some standard fields that cannot be modified.

You must add the fields that your implementation of CA SDM requires to create requests. You can also add optional fields to record any other desired information. The requester can fill these fields, or you can design fields that automatically pass preset information.

You can add as many fields as you like to the request form. However, only five fields can be displayed on the form.

Note: This task assumes that you are, or are working with a CA SDM administrator. CA Open Space cannot discern what fields your CA SDM installation requires to create a valid request.

Follow these steps:

1. From the Data Sources page, click the Edit icon for the CA SDM data source.
2. Click CONFIGURE NOW.

   The field table appears listing the fields currently in use for request forms.

3. To add new fields to the request form, do the following steps for each addition:
   1. Click the drop-down arrow and select the desired field to add.
   2. Click ADD FIELD.
   3. Set values and properties for the new field as follows:

      DEFAULT VALUE

      Sets a default value for the new field.

      DISPLAY NAME

      Defines the field name that displays on the request form.

      HINT TEXT

      Defines the instructional text that appears in the field.

      DISPLAY

      Controls whether the field is visible on the request form.

      Limit: Five fields.

      REQUIRED

      Defines whether the field must be completed to submit the request.

   Note: When you select the ticket type as an Incident, the DISPLAY NAME and HINT TEXT values of priority (string) filed under CONFIGURE NOW must be changed to Urgent Incident. As a result, while creating the incident, you can see an Urgent Incident checkbox instead of an Urgent Request checkbox.

4. (Optional) Reorder the new fields by dragging and dropping them into the desired order.
5. Click Save.

   Your request form changes are saved and all new requests reflect the new configuration.