I have a need to modify a field in service desk tickets and do not know where to start. Currently the Category is set to Policy Star with no sub-Category.

I need to change the Category to Underwriting Application with a sub-category of Policy Star.
Any help would be much appreciated.
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  • You can open the queue up under Service Desk > Configuration > Queue and change the default value of the Category field.
  • I have 12,000 tickets total and I only need to change the 400 that the Category is set to Policy Star with no sub-Category.
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Answer this question or Comment on this question for clarity


In the Admin Console browse to Service Desk, Configuration, Queues.
Select the queue containing the tickets that need to be updated
Find the Ticket Defaults section and click Customize these values link
Add the new category, sub categories are created by entering the value as Underwriting Application::Policy Star
Save the configuration
Find the Custom Ticket Rules section on the queue configuration page and click the Customize link
Click Choose Action, New (Wizard)
Select Category = Policy Star
Click Next
For Choose the values to change enter Category - Change Value To -  Underwriting Application::Policy Star
Click Done
On the Ticket Rule Detail page click Run Now

By default this rule will be set to run daily. I would recommend disabling the rule once the tickets are updated.

Answered 04/23/2015 by: chucksteel
Red Belt

  • This worked beautifully, thank you.
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