In an environment where both CA Service Catalog CA Service Desk Manager is integrated with Unified Self Service (USS), which product takes precedence?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Question

In an environment where both CA Service Catalog CA Service Desk Manager is integrated with Unified Self Service (USS), which product is utilized during certain actions, such as clicking on "Report an Issue"?

 

Environment

 

CA Service Catalog 14.x

CA Service Desk Manager 14.x

Unified Self Service (USS)

 

Answer

 

If both CA Service Desk Manager and CA Service Catalog are integrated with Unified Self-Service(USS), USS will typically listen to CA Service Catalog.

 

This is why when "Report an Issue" is clicked, it launches CA Service Catalog and not CA Service Desk Manager. Therefore, CA Service Catalog takes precedence. 

Environment

Release:
Component: US4SM