Change the default ticket creation description

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When create a default ticket from Service Point without incident area the description is

Describe your issue

When Service Point is integrated with Service Catalog, sometimes the loading of Service Catalog offering takes longer time and Service Point will present the default ticket creation page with the mentioned description. And the administrator does not want end users to enter something and click on the Submit button to create an unwanted ticket and the administrator would like to change the default description to some warning message. 

Environment

CA Service Management 17.3 and higher

Resolution

Please do the following

1. copy the file en_US.json in xFlow\APPS\Services\incidentmicroservice-17.0.479\public\assets\i18n to some where else

Note. if you want to keep the copy in the same folder, please name the copy as backup-en_US.txt  (yes txt file not json file)

2. stop xFlow service from the Windows Services 

3. delete xFlow\APPS\temp\CasmPlayApi folder

4. edit  file en_US.json in xFlow\APPS\Services\incidentmicroservice-17.0.479\public\assets\i18n change

"descriptionLabel": "Describe your issue",

to

"descriptionLabel": "Please do NOT click on the submit button or other warning message",

save.

5. start xFlow service and test

Additional Information

After the product is upgraded(for example, upgraded to the newer roll up patch level), you would need to check if the mentioned en_US.json file was changed and if yes you would need to re-do the steps outlined in this knowledge article.