Created tickets are not displayed in Service Point

Products

• CA Service Management - Service Desk Manager
• CA Service Catalog
• CA Service Desk Manager

Issue/Introduction

Just after a ticket is created in Service Point, it is displayed as expected. If a user logs out and logs back into it no ticket is displayed in Service Point, but it is displayed in Service Desk Manager User interface and xFlow Analyst interface.

Every time we make a change in Service Desk it is not shown in Service Point. For example, a new category or a new KB document.

 

Each time we have to run the pdm_es_rebuild_index.bat in the search server to see the new changes. Even if we schedule the rebuild at night it is unacceptable to wait for the night to apply the changes.

 

Service Point do not reflect the changes made in Service Desk

Environment

Release : 17.x

Component : xFlow / Service Point 

Cause

A required option "xflow_installed" has not been installed.

Resolution

You need to install the option "xflow_installed", restart Service Desk Manager and xFlow Analyst interface services, and run the re-index command for the Search server as per below. If this option is not installed, then the es_ebl Search Daemon process will not run and the data won't be synchronized.

1. Log into Service Desk Manager (SDM) using the Service Desk administrator account and go to 'Options Manager' > 'General'.

2. Open "xflow_installed" option and select "Yes" as Option Value. Click 'Install' button and save it.

3. Restart the Service Desk Manager server service.
4. Restart the xFlow Analyst Interface service. 
5. Ensure that the above 2 services and Service Management Search Server service are up and running. Run re-index (pdm_es_rebuild_index) command located under (Install drive)\Program Files\CA\SC\CASearchServer\search\bin folder.
6. Restart the Service Management Search Server service.

Additional Information

Refresh Index and Data on the Search Server