removing the submit a new ticket in Aria Chatbot

Products

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

Issue/Introduction

Out of the box the submit new ticket button is displayed in Aria Chatbot. We would like to remove/disable this button.

Environment

Service Point/xFlow 17.4

Resolution

Note: It is important to mention that this is a customization so if you upgrade xFlow (i.e. apply a RU patch), the changes of the intent_mapper.cfg file will get lost and you would need to redo the changes again.

1. Stop xFlow services

2. Stop Rasa: rasa_halt

3. Go to xFlow\APPS\Services\collabmicroservice-17.0.479\conf\intent_mapper.cfg and take a backup of this file (place it outside of this folder)

4. Modify the xFlow\APPS\Services\collabmicroservice-17.0.479\conf\intent_mapper.cfg with the following:

4.1 Search for /search_kd actions under footer and remove the 5 items.

4.2 Remove the section:

  {
       "label":"BCF00XX",
   "action":"/search_kd"
   } 

It should look similar to :

item 1:

item 2:

item 3:

item 4:

item 5:

 

4.3 Save Changes

Note: See the file attached as an example. Filename: intent_mapper_without_search_kd.cfg

5. run a rasa_train

6. run a rasa_run

7. Go to xFlow\APPS\temp and delete the CasmPlayApi to remove the xFlow/Service Pointcache.

8. Start xFlow services

9. Remove all cache from the browser >  Restart the browser 

Additional Information

Removing the forgot password in Aria Chatbot