Service Point Categories Sorted Incorrectly by ss_sym Attribute

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

In the Service Point interface, the order of standard categories and areas does not follow the ss_sym (Self-Service-Symbol) attribute as configured. Categories may appear in an unexpected order, making it difficult for end-users to find specific services.

Environment

• Product: CA Service Management (Service Desk Manager / xFlow)
• Component: Service Point
• Versions: 17.4 GA through 17.4 RU5

Resolution

This issue is tracked under defect DE675946. A code fix has been developed and is scheduled for inclusion in the following releases:

• CA Service Management 17.4 RU6
• CA Service Management 17.5 GA

Workaround

There are currently no supported workarounds or configuration changes to alter this sorting behavior in affected versions. Users are advised to upgrade to the fixed versions listed above once they become available.