Control Desk Service Portal Tickets

When a Self Service Center user or agent creates a ticket in Control Desk Service Portal, a service request record is added to the database.

In the standard IBM Control Desk infrastructure, tickets include incident, problem, and service request records. When a Self Service Center user or ticket agent creates a ticket in Service Portal, a service request record is created. Incident records that are created in the classic IBM Control Desk user interface can be displayed and managed in Service Portal if the incident is assigned to an agent or associated with a Service Portal user. However, incident records are not created in Service Portal. Problem records are not created in the Service Portal.