Intended users for Service Point
Article ID: 366817
Updated On:
Products
Issue/Introduction
This article describes the intended audience for the Service Point product, as referenced in our existing documentation
Environment
CA Service Management release 17.x
Resolution
Service Point is a component that is meant for Business Users, which is defined in our documentation below.
Business User is defined for CA Service Desk as those who are assigned the role and access type of "Employee"; these are generally considered to be users who operate outside of analyst roles. The Employee access type are not considered to be licensed users
Licensed Access Types: Users can perform full analyst functions (based on their assigned roles), such as managing tickets for other users.
Unlicensed Access Types: Contacts assigned to unlicensed access types (where the box is unchecked) are generally restricted to viewing or updating only their own personal data. This is typical for "Employee" or "Customer" access types.
For CA Service Catalog, that would be those assigned the role of "End User", and for ITAM, they are "Default User".
Admins and Support based users should be aware of this while interacting between Service Point and xFlow.
Additional Information
Per existing documentation, regarding the definition of business users: What is Service Point and its Benefits?
Service Point for CA Service Management provides a self-service experience with embedded assistive intelligence for business-users. Service Point uses Natural Language Processing (NLP) that provides business users with context-based solutions and suggestions.
Synchronize User Details across Integrated Products
Determine the service management role that the user’s role corresponds to. For example, Employee in CA SDM corresponds to Business User service management role.
Identify the corresponding role in the other products of the solution. For example, a Business User has the role of End User in CA Service Catalog, and Default User in CA APM.
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