Unable to create a ticket on Service Point because Submit button is grayed out.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

The 'Submit your Ticket' button is grayed out when creating a ticket in Service Point. Why is the button not available? How to activate the Submit button?

Environment

Release : 17.3

Component : SDM - Service Point

Resolution

If some required attributes for a ticket creation are not filled in, the 'Submit your Ticket' button is not activated. Please check all required attributes are displayed in a ticket creation screen in Service Point and they are filled in. You can check what fields are set up as required fields as per below. 

1. Go to 'Service Desk' > 'Requests/Incidents/Problems' > 'Status' on 'Administration' tab and open "Open" status.
   
   
2. Open 'xxx Dependent Attribute Control' tab for a ticket type of a ticket you try to create in Service Point. 
   You can check what ticket type of ticket is created in Service Point as per below.
   • Go to 'xFlow Interface' > 'ServicePoint' > 'Configurations' on 'Administration' tab and open the default setting. Check the Preferred Ticket Type.
     
     
3. Check if there are attributes that 'Required' option is set to "Yes". 
   
   
4. Compare attributes displayed in Service Point ticket creation screen with the attributes listed in xxx Dependent Attribute Control. If there are attributes that are not displayed in Service Point but they are set as required, turn off the Required option.