Configuring CA SOI › Configure Help Desk Integration › Edit Help Desk Configuration › Add Custom Ticket or Announcement Properties

Add Custom Ticket or Announcement Properties

You can add custom ticket or announcement properties. You make the properties available for the create ticket or announcement actions.

Note: If you added custom ticket properties using other methods in previous releases (such as through CA Event Integration or the SD-ticketProps.xml file), migrate the custom properties to the Help Desk Configuration dialog.

Follow these steps:

1. Click the Ticket Properties or Announcement Properties tab on the Help Desk Configuration dialog.

   The current list of available ticket or announcement properties appears.

2. Click .
3. Complete the following fields and settings:

   Property Name

   Defines the name of the property in the help desk.

   Property Label

   Defines the property name to display on the Create Action dialog.

   Value Type

   Specifies whether the value for the custom property should be selectable from a drop-down list or definable in a text field.

   Required Property

   Specifies whether the property should be required in all ticket or announcement actions.

   Show Create Option

   Specifies whether to display the 'Create Object if not present' check box for the property to provide the option to create the object in the help desk if it does not currently exist.

4. (Drop-down value type only) Define the values to make selectable for property assignment in the 'Drop down values' pane as follows:
   • Select potential values from the 'Available property values' list and move them to the 'Allowable values for this property' list. Any of the expandable runtime tokens take the specified value from the alert to populate the property. Both CA SOI and USM alert properties are available as expandable runtime tokens. The list contains CA SOI properties; click More to view the full list of available USM and CA SOI properties.
   • Click New to add custom potential values to the 'Allowable values for this property' list.
5. Complete the following fields and click OK:

   Default Value

   (Optional) Defines the default value that is displayed when adding the property to an escalation action. This property must exist in the 'Allowable values for this property' list if the value type is a drop-down list.

   Data Type Mapping

   (Optional) Defines the object type to use for ticket creation that is based on the custom property value. Available values are ASSET, CONTACT, GROUP, STRING, and TEMPLATE. For example, if you create an EmergencyContact custom property and map it to the CONTACT data type, the help desk looks up any CONTACT with the matching value for this property and uses that object for ticket creation.

   Hint Text

   (Optional) Defines the text that appears when you click the Hints link next to the property when adding it to an escalation action.

   The property appears in the Current List of Properties pane in the Ticket Properties or Announcement Properties tab.