What is CA Service Management Research Tool?

Products

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

Issue/Introduction

How to configure the 'Research Tool Button' available on the XFlow interface?

 

Environment

CA Service Desk 17.3 and higher

Resolution

The Research Tool allows an analyst to perform an external search to resolve a ticket.

The Research Tool allows an analyst to attach URLs, selected text, and screenshots to a ticket in the following ways:

• URL Clips - the selected URL and adds as an attachment to the ticket
• Selected Text Clips - the selected text and adds it as a comment with the URL to the ticket
• Visible Screenshot Clips - the visible search results of the page and adds a screenshot to the ticket
• Full Page Screenshot Clips - the entire search results page and adds a screenshot to the ticket

You can also link the search results to another existing ticket if the search results match the criteria for that ticket.

To search for an existing ticket, enter one of the following details in the Search Tickets text box and click Attach to add the information:

• Incident or request number
• Ticket summary
• Ticket description

Additional Information

Enable the Research Tool Extension