VA ARIA usage in multi-tenancy

Products

• CA Service Desk Manager

Issue/Introduction

In the environment that is tenanted and also has only one VA implemented, is it possible for all the tenants to connect to one VA?

Environment

Release: 17.4 +

Component:  CA Service Desk Manager - Virtual Analyst

Resolution

CA Service Desk Manager supports a single Virtual Analyst (VA) for all tenants. According to the technical documentation and configuration outline, it is necessary to add a Service Bot User in SDM to the Service Provider tenant. Once this step is completed, users should be able to utilize one VA for all tenants.