Incident Area default for Configuration Item "Report an Issue" function

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When users click the "Report an Issue" link under My Resources for a configuration item in Service Point, the Incident Area does not populate. This can result in fields being grayed out, preventing users from editing or submitting the ticket. The following procedure uses the Employee data partition to default an incident area and populate associated values.

Symptoms:

• Incident Area/Category is blank when reporting an issue from a Configuration Item (CI).
• Form fields are grayed out or non-editable.
• The "Submit" button is unavailable or unresponsive.

Environment

CA Service Management - Service Desk Manager (xFlow/Service Point)

Cause

Service Point does not natively support configuring category/area as a new ticket attribute for the "Report an Issue" function. If the Incident Area is mandatory in Service Desk Manager (SDM) but not provided by the interface, the form remains in an incomplete state.

Resolution

To default an Incident Area, configure the Employee data partition with the following steps:

1. Log in to Service Desk Manager as an administrator.
2. Navigate to Administration > Security and Role Management > Data Partitions.
3. Open the Employee data partition (or the partition assigned to your end users).
4. Add or edit the following constraints for the Call_Req table:
   • Constraint 1:
     • Type: Default
     • Table: Call_Req
     • Constraint: category='pcat:#####'
   • Constraint 2:
     • Type: Create
     • Table: Call_Req
     • Constraint: customer=@root.id and category='pcat:#####' 
       
       Note: for both data partitions, replace pcat:##### with the actual persid for your desired default incident area.  Contact Broadcom Support if you need help figuring out this persid.
5. Restart the xFlow Analyst Interface service.
6. Clear the browser cache or test in an incognito window to verify the fields are now active.

Additional Information

• For more context on ticket attributes, see Manage Ticket Attributes.
• Detailed steps for partition setup can be found in Data Partitions.
• As with any custom changes, test the above in a non-production instance before applying the change in production.
• To speak with a customer representative or a Support Engineer, see Contact Support. Scroll to the bottom of the page and click on your respective region.