Administrative Enhancements

CA Service Desk Manager administrative interface is enhanced in the following ways:

Administrators can use a configurable setting to allow automatic closure of CA Service Desk Manager tickets. When a ticket is set to a Resolved status, the ticket is automatically closed in the number of business hours specified. The Auto Close activity notification sent to the end user displays the number of business hours before the ticket is closed. The number of hours is configurable and tenant-specific. If the status is changed before the configurable number of hours ends, the ticket closure is canceled.
When an activity is generated for a CA Service Desk Manager ticket, administrators can propagate the activity to one or more related tickets. For example, a Problem record created from an Incident can update the Incident record when the Problem is resolved. When the activity occurs, an activity log is generated for the related ticket. Activity logs are propagated to related tickets based on the properties set within each activity notification. The attributes of the related tickets are not modified.