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In Service Point mobile app unable to search or switch roles

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Article ID: 222504

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

With the new Service Point Mobile app, the analyst interface cannot search for other's tickets, the Search option is grayed out and also does not see the option to Switch Roles.

Steps:

1. Install new Service Point mobile app.

2. Login as an analyst and the search option is grayed out.

3. Login as administrator, search is enabled and allows to search, however doesnt retreive results with ticket id.

4. In both interfaces do not see "Switch" option to change Role, need to switch from Analyst to Employee and vice versa 

As per documentation:
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/using/mobility/ca-service-point-mobile-app/CA-Service-Point-Mobile-App-for-Analysts.html

Search for a Ticket
Analysts can search for tickets based on ticket ID or ticket summary.

Switch between Analyst and End User Interfaces
Ability to switch between analyst and end-user roles if a user has access to both Analyst and End user Interfaces. 

Environment

Release : 17.3

Component : XFLOW INTERFACE FOR SDM

Resolution

It was discussed in the defect DE62132 and it is solved with new version of ca service point mobile app - version 1.4 build 9.