Service Point is not displaying the category/area when accessed via a direct link

Products

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

Issue/Introduction

Even though a user access to the URL with Category, the displayed ticket creation screen does not have the specified Category. However, created ticket has had the expected Category.  

 

Steps to reproduce:

1. Log into Service Point and search a keyword, e.g. Printer.

The Category "Printer" is selected in 'What does it relate to?' section.

2. Click on "Printer" to deselect the Category and click the "Printer" again. The browser address bar shows the following URL.

e.g.
http://<sdm_server>:9002/casm.html#/bui/home/search?selectedCategoryId=pcat:5108&selectedCategoryName=Printer

3. Create a test html file and embed the URL to it.

e.g. Create a test html file, "test.html" and add the following.

<a href="<sdm_server>:9002/casm.html#/bui/home/search?selectedCategoryId=pcat:5108&selectedCategoryName=Printer">Printer Problem</a>

4. Open the created test html file, "test.html" and click the link "Printer Problem".



It shows a ticket creation screen in Service Point, but the Category "Printer" is not selected in 'What does it relate to?" section.

5. Fill in required fields and click on 'Submit your Ticket' button.
---> 
A new ticket is created successfully and it has the Category "Printer" as expected, but this behavior causes confusion to end users as no category is highlighted. 

Environment

SDM 17.4

Resolution

The fix for the problem is included in 17.4 RU2 and later releases.