How to view ticket activity System Description in xFlow\Service Point

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Currently, the USER DESCRIPTION field is shown in XFlow when an activity is performed on a SDM ticket (for example ACTIVITIES->TRANSFER).

Is it possible to display the SYTEM DESCRIPTION field in xFlow when an activity is performed on a SDM ticket (for example ACTIVITIES->TRANSFER)?

Environment

xFlow/Service Point 17.3 and 17.4

All Supported Operating Systems

Resolution

In order to see the value of SYSTEM DESCRIPTION within xFlow/ServicePoint, a modification in a xFlow file is required.

Please test the following steps in a non-PROD environment:

1. Stop xFlow Services

2. Locate activityFeed.html under C:\Program Files\CA\xFlow\APPS\Services\incidentmicroservice-17.0.479\public\apps\l1\features\tickets\detail\activityfeed and create a backup of this file.

3. Replace the current activityFeed.html file with the one attached to this KB article

4. Clear web browser cache

5. Start xFlow services

Now you should see the System Description in xFlow/Service Point.

It is  important to mention that this is a customization so if you upgrade xFlow (i.e. apply a RU patch), the changes of the activityFeed.html file will get lost and you would need to redo the changes again.