Attached a document that contains screenshots showing how to configure the Ticket Properties in the Action policy in SOI in order to populate the Affected Service in the service desk ticket.
1) Make sure the respective service exists in SD | CMDB
2) You may Create a test service in CMDB, then create a same service in SOI and check if the action works
If problem still exists, you may raise a case with CA Support for further research.
Yes the action is raised on service alert. I tried this for upto 4 service alerts but all will show some randoms numbers in SD Ticket Affected Service Field.
I assume, this action is raised on a Service Alert, can you re-check this. Try for another Service alert and see how it goes
As per your Screenshots we created all in SOI. But when we raise ticket to SD. In the Affected Service field it shows some random number like 75650D24FD1ECF458977389B3A1C055D. Why it is showing like this.