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Tenancy settings are not honored in Service Point.

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Article ID: 203297

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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

Issue:
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Tenancy settings are not validated as expected in Service Point and giving Tenancy Violation error.

Steps:
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1. Enable Multi Tenancy
2. Create Tenants as Service Provider, Parent and Child.

 

3. Creata a Employee Contact under Service Provider Tenant.

4. Create a Request Area under Child Tenant.

 

5. For the Employee Role give Tenancy access to All Tenants/ Contact's Related Tenant Group.
6. Login as Employee to standard GUI you will be able to select Category of Child Tenant.

 
7. Now login into Service Point as Employee , click on Child Category and try creating ticket. It will fail with below error:

Environment

Release : 17.3

Component : XFLOW INTERFACE FOR SDM

Resolution

This was discussed with SE via the defect DE58677.

It was identified that this requires complex changes. need to be handled as an enhancement. Created feature for this F22153.

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