Service Management - How to use Templates in xFlow to create Requests/Incidents Service desk ticket
Article ID: 145054
Updated On:
Products
CA Service Management - Service Desk Manager
Issue/Introduction
How can we use Templates to Create Requests and Incidents ?
I have enabled the esearch.default.categoryNtemplate.suggestions value to 5 but still it doesnt show any templates from xFlow Command.
It Shows only Categories.
Environment
Release : 17.2
Component : XFLOW INTERFACE FOR SDM
Resolution
You can use Templates to create Requests and Incidents . To do achieve that , you will need to do the following configurations :
A. First you need to enable esearch.default.categoryNtemplate.suggestions
In SDM UI , Administration -> xFlow Interface -> General -> esearch.default.categoryNtemplate.suggestions , to make sure its configuration value is set accordingly
B. Secondly you need to need to associate a Category (with smart words) to a Template and then use those smart works to raise a ticket :
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/administering/configure-the-xflow-interface/command-bar.html#concept.dita_4823676c14a636af9027b307ed486f0a841fc2e4_SmartWords
For example , on my SM 17.2 system :
1. in SD , i have incident ticket with its category ( i.e. , its incident area) as "Application" . I have an incident ticket with this category and i make it as an incident ticket template in Service Desk first via Service Desk UI.
2. then , In SDM , Administration -> xFlow Interface -> Smart Words -> I created a smart word testingApp for the incident/request's category "Application" :
Note : After the smart word can be used, you need to reindex Search on search server ( i.e. execute pdm_es_rebuild_index.bat to rebuild index .) so that the search can find this new smart word
3. in xFlow UI , I do "new a ticket" to log a new ticket. first. In Command Bar I type "testingApp' and then it is able to locate that template automatically :
4. then hit Enter , it will create an incident ticket by using that template .
A. First you need to enable esearch.default.categoryNtemplate.suggestions
In SDM UI , Administration -> xFlow Interface -> General -> esearch.default.categoryNtemplate.suggestions , to make sure its configuration value is set accordingly
B. Secondly you need to need to associate a Category (with smart words) to a Template and then use those smart works to raise a ticket :
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/administering/configure-the-xflow-interface/command-bar.html#concept.dita_4823676c14a636af9027b307ed486f0a841fc2e4_SmartWords
For example , on my SM 17.2 system :
1. in SD , i have incident ticket with its category ( i.e. , its incident area) as "Application" . I have an incident ticket with this category and i make it as an incident ticket template in Service Desk first via Service Desk UI.
2. then , In SDM , Administration -> xFlow Interface -> Smart Words -> I created a smart word testingApp for the incident/request's category "Application" :
Note : After the smart word can be used, you need to reindex Search on search server ( i.e. execute pdm_es_rebuild_index.bat to rebuild index .) so that the search can find this new smart word
3. in xFlow UI , I do "new a ticket" to log a new ticket. first. In Command Bar I type "testingApp' and then it is able to locate that template automatically :
4. then hit Enter , it will create an incident ticket by using that template .
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