The "Related Ticket(s)" Link Does Not Appear After Creating An Issue Through Unified Self Service (USS)

Article Id: 38240

Status: Published

Updated On: 14-02-2018 07:36

Legacy Id: TEC1304445

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:

Problem:

The "Related Ticket(s)" Link Does Not Appear After Creating An Issue Through Unified Self Service (USS)

Steps to reproduce the issue:

1) Log into USS (integrated with Catalog and Service Desk Manager)

2) Create an issue with an user account that is not administrator. (Default Administrator user: CASMAdmin)

3) Once created, it will show that the issue creation is successful and provides a number but does not provides a ticket link to go directly to Service Desk Manager to see the Issue. (Related Ticket(s) link)

However, with the CASMAdmin the issue does not happen. It will provide a ticket link and we can go directly to the ticket in Service Desk. This is a Random issue.

Environment:

Service Desk Management 14.1 Cumulative 2 for Unified Self Service (USS), Service Catalog and Service Desk Manager (SDM).

Cause:

The Access Control: Show Related Ticket Column Role is not added for the User who is Experiencing the Issue.

Resolution:

1. Log into Service Catalog with an administrator user

2. Add the Access Control: Show Related Ticket Column to the End User who is experiencing the issue

3. Log into USS and create a new issue. The Related Ticket(s) link should be there.

Environment:

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: