Pointing Service Point question mark to a knowledge article instead of the default Service Management techdocs web site

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Out of box, when the end users click on the question mark icon on the Service Point, a new browser tab will open with CA Service Management Service Point techdocs web site. We would like to change that web page to a knowledge document and not sure how we can do that.

Environment

CA xFlow 17.3 and higher

Resolution

Service Management administrators can follow these steps

1. Make a back up of casm.conf.do-not-change.js file in xFlow-install\APPS\Services\incidentmicroservice-17.0.479\public\conf
2. Edit casm.conf.do-not-change.js file in xFlow-install\APPS\Services\incidentmicroservice-17.0.479\public\conf change
   
   ServicePointHelp:"https://docops.ca.com/rest/ca/product/latest/topic?hid=HID_ServicePoint&space=<<release_key>>&format=rendered&language=<<locale_key>>",
   
   to
   
   ServicePointHelp:"http(s)://<xFlow-server-name>:<port>/casm.html#/bui/kdview/xxxxxx",
   
   where the xxxxxx is the document id. And save the change
3. restart xFlow service
   
   
   
   

Additional Information

Note: every time xFlow is upgraded, the json file would need to be manually checked and the change will need to be done again if your modification is gone.