SDM is not available as an option for Ticketing in DX Settings Channels . Is there any workaround?
DX Platform onpremise
This integration is not yet available in onpremise 21.x and 22.x releases.
1) Download attached DX Gateway: DXGateway-188.8.131.52-dist.zip
2) Configure DX Gateway (tenant, token and endpoints) as per documentation:
3) Enable the workaround for the SDM integration:
DX Gateway support is completely dependent on below two flags/keys in DB.
Schema TableName ColumnName
aoplatform MCC_NOTIFY_CHANNEL onprem
doi mdo_multitenant_config ITSM_ONPREM
Both the values should be true in order to support this feature and there are multiple approaches for setting this flag .
Firstly the CASDM option is not shown and restricted for onprem using RESTRICTED_ITSM_CHANNELS= ["CAServiceDeskManager"] env variable present in DXI-Admin UI pod . To make this visible in UI , we need to update the value for the same like below
RESTRICTED_ITSM_CHANNELS = [""]
Approach1 : From Environment variable update
In DXI-Admin UI Pod : We need to update below below environment variable
IS_HYBRID_CLOUD=false(After channel creation we should revert this flag .
Approach2 : From the Rest API .
First save the Channel with valid credentials and then run below 2 api to update the flag in DB .
Method : POST
Description: Request Body we can take from GET call from Network tab in developer tool options . Just click the saved channel and then take the response from below GET api executed .
Trimmed sample response :
Just change the ITSM_ONPREM property to true from false and then use the complete response as body in the above mentioned api.
Description: When we update the channel , above api would be executed . just take the request body for above api and change the value of onprem flag to true from false.
Below is the sample payload
NOTE: once the channel is saved , don't delete or save the channel from UI again . Otherwise all above applied patch config would be lost and we need to follow the same process again.
4) You should now be able to create a new SDM Ticketing channel.