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When category/status or any field is modified in Ticket detail screen via Web GUI the changes are reflected immediately under xflow activities. However on the top header it still lists old values and unless we refresh the values are not seen.

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Article ID: 190696

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

Issue/Introduction

Service Desk Manager 17.3

Issue:
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When category/status or any field is modified in Ticket detail screen via Web GUI the changes are reflected immediately under xflow activities. However on the top header it still lists old values and unless we refresh the values are not seen.

Environmental Details:
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USRD 17.3/Windows

Steps:
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1. Log into SDM and XFlow.
2. Keep a Incident open in both Web GUI and Xflow.
3. In the ticket detail from Web GUI edit and modify Category/Status etc.
4. In the xflow screen under activities immediately the changes are updated. However on the top section it still displays old values.
5. Once the xflow screen is refreshed it displays values right.
6. Same behavior noted when ticket is modified in Service Point interface.
7. Noted same behavior in earlier installs like 17.2 as well.

Environment

Release : 17.3

Component : SERVICE DESK MANAGER

Resolution

This is a known defect and is currently under investigation by Engineering team with defect id - DE54977
Kindly raise a case with support to know the status of Defect.