Employee interface to allow creating incidents and Requests

Products

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

Issue/Introduction

Customer logged into Service Desk using an employee interface and cannot open an incident. The only option is to create requests.

Environment

Release: 17.x
Component:  CA Service Desk Manager

Resolution

Please follow these steps:

• Login with an Administrator userid.
• Go to "Administration" tab.
• Options Manager -> Request Mgr
• Select the option "employee_intf_incident_support" and change the value from "Request Only" to "Both Incident and Request [IncidentandRequest]".
• Restart the Service Desk service.