Service Point Ticket Information

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Sometimes it is observed that ticket information is not correct in Service Point. Particularly recent changes may not reflect immediately.

For example,

Tickets seen in the List View may have different information than the information seen when accessing the ticket directly.

Environment

Release : 17.3.x

Resolution

In Service Point, when viewing information directly, this information is pulled directly from the MDB so that information should be immediately accurate. 

In Service Point when looking at ticket information in the List View, this information is pulled from the Elastic Search Server.

The information in the List View will not be accurate until the Search Server information is refreshed.

Additional Information

Refresh Search Server Data

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-the-xflow-interface/perform-initial-load-and-refresh-index-and-data-on-the-search-server.html#concept.dita_a50ae8e01922112df71ac13b69a11c83aee54d27_RefreshIndexandDataontheSearchServer