This video provides an overview of the two methods for adding custom data to a ServiceDesk Ticket (Incident, Change, etc). Both methods require utilizing the Workflow Designer to implement the customization, and therefore are targets for advanced users.
•Architecture of Adding Custom Data
•Method 1: Custom Data Type
–Edit Feeder Project
•Method 2: Add Process Reference
–Used for CMDB Resources
–Can be used to link to external data sources (Incidents / Notifications from CCS, DLP, SSIM, etc)
Video Link for Method 1: https://www-secure.symantec.com/connect/videos/servicedesk-customization-add-custom-data-method-1-custom-data-type-part-1