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ITIL :: View topic - CA Service Desk -Incident/Problem Prefix
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CA Service Desk -Incident/Problem Prefix

 
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tcory
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PostPosted: Mon Oct 10, 2005 11:37 pm    Post subject: CA Service Desk -Incident/Problem Prefix Reply with quote

My company is in the process of implementing CA Service Desk, and we're currently being told that we can't prefix Incidents with something and Problems with something different (We're told they must be the same). Because of this someone might have to search in two (and soon three) places to find a ticket. I've identified within the CA Service Desk Student Workbook where you can add prefixes, but it looks like the prefix must all be the same for all the record types.

-Does anyone know if its possible to have different prefixes for incidents, problems and Change Orders.

If so how do you do this?

Thanks for the help!
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itil_asia
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Joined: Aug 31, 2004
Posts: 28
Location: South East Asia (Singapore, Malaysia, Thailand, Indonesia, Philippines)

PostPosted: Tue Oct 11, 2005 12:55 pm    Post subject: Info needed Reply with quote

- what version are you implementing ?
- what configuration ? (ITIL or Standard)

Here is the link to CA support : supportconnect.ca.com
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tcory
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PostPosted: Tue Oct 18, 2005 1:00 am    Post subject: Reply with quote

- what version are you implementing ?
6.01
- what configuration ? (ITIL or Standard)
ITIL

I've spent quite a bit of time looking googling and looking over CA's website trying to find where it specifically states that this is possible, but it doesn't. So I'm trying to see if anyone else has done it, and if they have, how it was accomplished.

Thanks!
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