Service Point Notification Redirect Feature not Working

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• CA Service Catalog

Issue/Introduction

The feature of Service Point “Notification Redirect” is configured to open Service Catalog Service Request details page.

Manage Features

However, the notification redirects to the corresponding CA SDM Ticket details page (the default behavior) instead of the Service Catalog Service Request details page.

Web Browser .HAR payload shows

1. commonNameField: "ID of the SDM ticket"
2. description: "Description of the ticket"
3. entity: "cr"
4. entityClass: "com.ca.casm.playApi.sdm.genpojo.cr"
5. external_system_ticket: "CASC-1234"

Environment

CA Service Management 17.3 and 17.4

Cause

The external system ticket value is not correct - the current format is CASC-1234

Resolution

By default, the external system ticket is populated in the CA SDM ticket to reference the Service Catalog ticket.

It has three parts:

CASC-XXXXX-XXXXX

1. The first alphabetic part refers to the application where it came from - "CASC" meaning CA Service Catalog.
2. The second is an internal ID number generated in CA Service Catalog
3. The third one is the ID of the ticket created in Service Catalog.

What is the meaning of the "External System Ticket" field in Service Desk Manager

The external_system_ticket_value is wrong since it is missing the second part. 

Change the external_system_ticket_value to the following format

CASC-XXXXX-XXXXX