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Self Service Symbol only appears in Service Point if both Request and Incident is flagged in the category

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Article ID: 237901

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

Self Service Request/Incident Areas are not displayed under 'What does it relate to?' in Service Point ticket creation screen if one of Request and Incident flags is not enabled. 

STEPS TO REPRODUCE:
1. Open a Request/Incident/Problem Area and ensure that all ticket types are enabled. e.g. Email 

2. Log into Service Point and type something related to the Area we checked on the step 1 in the field 'What do you need help with?", e.g. email. Hit 'Enter' key.
--->
The Area we checked on the step 1, e.g. "Email" is displayed under 'What does it relate to?'.

3. Open the Request/Incident/Problem Area again and disable the ticket type "Incident". Save the change.

4. Go to 'xFlow Interface' > 'ServicePoint' > 'Configurations' and open the current (default) configuration. Ensure the "Request" is specified as 'Preferred Ticket Type'.

5. Follow the step 2 again. 
--->
Nothing was displayed under 'What does it relate to?'.

Cause

The problem was caused by the DE64543.

Environment

Release : 17.3

Component : SDM - Service Point

Resolution

The can be fixed by r17.3 RU14.