For Service Point app, end users are not able to see resolved ticket...only open and closed ticket's are visible.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Why on Service Point only open and closed tickets are visible to end users? How about other statuses tickets such as resolved tickets or in-progress tickets?

 

Environment

Release : 17.3

Component : SDM - xFlow

Resolution

While it is true that under My Recent Tickets or My Tickets, there are only two links Open and Closed, end users can still see tickets that have other statuses(such as Resolved)--they are all under Open link. The reason is for Service Point, it lists only two categories of tickets--open or closed. Open tickets include those such as open, in-progress, re-open, resolved etc and Closed tickets are those that are already closed as such closed.