Service Desk Integration › Customize Service Desk Field Mappings

Customize Service Desk Field Mappings

When you configure service desk integration, by default several NIM fields are mapped to fields on your service desk solution. You can customize these field mappings, add extra mappings, and create custom field mappings. For example, you can create additional levels of severity or urgency.

Define a New Field Mapping

Follow these steps:

1. Go to System, NIM SM Integration, and click Customize Service Desk Field Mappings.
2. Select the CA NIM Field that you want to map.
3. Select the Service Desk Field that you want to map to NIM.
4. (Optional) Add a default value.
5. (Optional) Add possible values.
6. Click Add.

You defined a new field mapping.

Note: To customize existing field mappings, first delete the mapping that you want to customize, and then re-add it in the same way that you define a new field mapping.

Define Custom Field Mappings

If your service desk solution contains custom fields that are not detected automatically by NIM, define custom field mappings. 

Follow these steps:

1. Go to System, NIM SM Integration, and click Customize Service Desk Field Mappings.
2. Select Enable Custom NIM Field.
3. In Custom NIM Field, define a name for your field.
4. Select the Data Type.
   Values: DateTime, String 
5. Select the Service Desk Field that you want the custom field to map to.
6. (Optional) Add a default value.
7. (Optional) Add possible values.
8. Click Add.

You defined a custom field mapping.

Note: In a REST call, custom fields are used differently than the default CA NIM Fields. The following example shows how to use custom fields in a rest call:

XML Request body

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<incident>
   <description>test incident</description>
   <impact>high</impact>
   <label>label_change</label>
   <priority>critical</priority>
   <severity>high</severity>
   <status>new</status>
   <urgency>high</urgency>
   <customproperties>
      <property>
        <name>customField1</name>
        <value>10</value>
      </property>
   </customproperties>
</incident>

JSON Request body

{
   "description": "test incident",
   "category": "inquiry",
   "customproperties": {
     "property": [
     {
       "name": "customField1",
       "value": "10"
     }
  ]
  },
  "impact": "high",
  "label": "label_change",
  "priority": "critical",
  "severity": "high",
  "status": "new",
  "urgency": "high"
}