Administering Knowledge Management › CA Service Desk Manager Integration Options › Define Field Mapping

Define Field Mapping

Administrators can use the Field Mapping page to specify which fields to populate with Knowledge Management information, and whether to overwrite existing information.

To define fields in service desk for Knowledge Management

1. On the Administration tab, browse to Knowledge, Service Desk Integration, Field Mapping.

   The Field Mapping page appears.

2. Complete the following fields as appropriate:
   • Populate Service Desk Values from Knowledge Management

     Specifies whether to use information from Knowledge Management to populate fields in service desk issues or requests.

     • Select the check box to make fields in the Knowledge Management, Populate Empty Service Desk Values, and Overwrite Service Desk Values columns available so you can specify which Knowledge Management information to use to populate fields in service desk issues or requests.
     • Clear the check box to make fields in the Knowledge Management, Populate Empty Service Desk Values, and Overwrite Service Desk Values unavailable. In this case, users must manually populate service desk issues or requests created from Knowledge Management.

     Default: This check box is selected.

   • Service Desk

     Identifies the fields in issues or requests that correspond to fields listed in the Knowledge Management column.

     For each check box selected in the Populate Empty Service Desk Values column, information from the corresponding field in the Knowledge Management column populates the issue or request.

   • Knowledge Management

     Identifies the Knowledge Management fields that correspond to the service desk fields listed in the Service Desk column.

     For each check box selected in the Populate Empty Service Desk Values column, information from the corresponding field in the Knowledge Management column populates the issue or request.

     The Knowledge Management column contains two drop-down lists:

     • The first drop-down list corresponds to the Summary field in the Service Desk column and specifies the Knowledge Management field (Title, Summary, or Problem) with which to populate the Summary field in an issue or request.

     Default: Summary.

     • The second drop-down list corresponds to the Description field in the Service Desk column and specifies the Knowledge Management field (Title, Summary, or Problem) with which to populate the Description field in an issue or request.
     • Default: Problem.
   • Populate Empty Service Desk Values

     Specifies which empty fields in a service desk issue or request to populate with information from Knowledge Management.

     • Select a check box to map information from the Knowledge Management field to the corresponding service desk field if that field currently contains no information.
     • Clear a check box if you do not want to map information from the Knowledge Management field to the corresponding service desk field.

     Default: The check boxes corresponding to the

     Summary, Description, Product, Asset, and Request Area fields in service desk are selected.

   • Overwrite Service Desk Values

     Specifies which fields in a service desk issue or request to overwrite with information from Knowledge Management.

     • Select a check box to replace information in the service desk field with information from the corresponding Knowledge Management field.
     • Clear a check box if you do not want to replace information in the service desk field with information from the corresponding Knowledge Management field.

     These check boxes are only available when the corresponding check boxes in the Populate Empty Service Desk Values column are selected.

     Default: All Overwrite Service Desk Values check boxes are cleared.

   Click Save.

   Field mapping is defined.