CA Service Management

  • 1.  Update Contacts information from CR

    Posted 03-05-2019 07:49 PM

    Hi everyone,
    Good night,

    I comment to you, that I am currently working with CA Service Desk version 17, and we need to configure the following feature:


    We have placed the value of the telephone number of the affected end user in edit mode, with the following line.


    <PDM_MACRO name=dtlTextbox hdr="Telephone Number" attr=customer.phone_number>


    The value is correct, but when we edit, and change the value.

    This returns to the original value when the ticket is saved.




    I understand that the contacts belong to the cnt object and the tickets to the Cr object. But, Is it possible that the value of the affected end user phone be changed when the ticket is saved with some macro or trigger??


    Im wait for your answer
    Marco Velazquez.

  • 2.  Re: Update Contacts information from CR

    Broadcom Employee
    Posted 03-05-2019 10:17 PM

    Hi Marco,


    since the phone_number belongs to another object you will have to capture it in a field belonging to the CR - you could use one of the spare fields 'string1' thru 'string6' - and update the customer in a POST_CI trigger.  Do you need help defining the trigger?




  • 3.  Re: Update Contacts information from CR

    Posted 03-06-2019 11:48 AM

    Hi James,


    I understand that the contact information belong to other object.
    So, I would really appreciate it, if you help me to create the trigger.

    Marco Velazquez.