Information about how the auto fill is done for Tenant field

Document ID:  TEC1442844
Last Modified Date:  08/08/2017
{{active ? 'Hide' : 'Show'}} Technical Document Details

Products

  • CA Service Management

Releases

  • CA Service Management:Release:14.1
  • CA Service Management:Release:17.0

Components

  • Unicenter Service Desk:USVD
Introduction:

For some analysts, when the ticket is created, the field Tenant shown in upper left corner is shown empty and analyst needs to manually select the tenant value. 

For others analysts this field is auto-filled.

Question:

When is the Tenant field filled automatically?

Answer:

When the ticket is created, Tenant field is auto filled with the creator tenant, the exception is the ServiceProvider.

The reason is that Service Provider analysts can open tickets for all tenants so they need to be able to select the tenant requested, selecting manually the value.

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