I am working on a project to integrate Landesk with CA ServiceDesk. Our development server is running LDSD 7.6.1, and I have the OpenTouch 7.6.1 Web Service installed. Our analysts and end users use Web Access exclusively to work on tickets.
I am able to create a new incident ticket using an OpenTouch script. However, whenever the ticket is updated via Web Access, it blanks out the Description field.
I've done a little troubleshooting on this by myself, and it looks like this occurs only when Protection Level for Description is set to WriteOnce. As soon as I change the field to be Read/Write, the issue goes away. Unfortunately, the business has decided that Description must be a WriteOnce field. Has anyone come across this issue, or a way to fix it?