Analyst cannot see all objects within the CA Service Desk Manager (CA SDM) Mobile App.

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Article ID: 4091

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Updated On:

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

When an analyst logs onto the CA Service Desk Manager (CA SDM) Mobile Application, only the My Tasks section is visible.  The analyst users should also see Change Orders, Issues, Problems, Requests and Incidents.

Environment

CA Service Desk Manager (CA SDM) Mobile Application used on mobile devices (Apple or Android device)

Resolution

Firstly you should assure that all the prerequisites have been met for usage of the mobile application, they are outlined here:

https://docops.ca.com/ca-service-management/14-1/en/using/mobility/ca-service-management-mobile-application/verify-the-prerequisites-for-ca-service-management-mobile-application

Of particular note:

"Associate the logged in users for Analyst Queue with the REST Web Service API role. Ensure that the AdministrationSecurity, Stored Query, and Reference function accesses of this role are assigned with the View or Modify access levels.  For more information about function access, access level and roles, see the  Administering CA Service Desk Manager section."

 

Additionally, once logged onto the CA SDM Mobile Application, click the icon on left with the 3 lines to open the configuration/settings menu.  

Under setup, select Settings/Preferences/Locale Settings, select the correct language and locale and click continue.  

You will get logged out of the Application - please logon again and verify that all items are now visible.

Additional Information

The information in this article has been included in our product documentation. You can find further details here:

https://docops.ca.com/ca-service-management/14-1/en/troubleshooting/troubleshooting-ca-service-management-mobile-application