CA SDM Mail notification does not allow the CA ServiceCatalog Attachments link.

Products

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

Issue/Introduction

CA ServiceDesk r17 and CA ServiceCatalog r17 are installed,

- The user registers the service in CA ServiceCatalog and the service is created with attached files.

- The ticket is created in CA ServiceDesk and a link to the CA ServiceCatalog annexes is placed in the Description field.

- When the analyst clicks from CA ServiceDesk to the link, it opens the list of attachments - Correct

- When the ticket is solved, an email is sent with the description field and when the link is clicked from the email – Error does not show the attachments. 

Environment

Release : 17.3

Component : SDM - Classic UI

Resolution

The issue reported in this case should be resolved in the forthcoming 17.3 RU 13 patch release, which should be available by end of March, 2022