Notifications are being prompted in Service Point for SDM tickets when Service Catalog tickets are created

Products

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

Issue/Introduction

Service Catalog tickets are created from Service Point. Catalog tickets trigger an action to create an SDM ticket through PAM process. 

Service Point is showing notifications from SDM tickets which are confusing for end users since only Catalog tickets are shown in Service Point.

 

Environment

Release : 17.3

Component : SDM - Service Point

Resolution

These notifications can be disabled starting from 17.3 RU 8.

Steps: Administration > xFlow Interface > Service Point > Configurations > Click on configuration > 4. Feature Configurations > Add Feature.

Set the "Notification Redirect" feature to "Service Request" and restart xFlow. After the restart, SP won't show the SDM notification.

Example:

 

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/Release-Information/CA-Service-Management-17-3-0-8-Release-Notes.html