Announcements don't appear in Unified Self-Service

Article Id: 5074

Status: Published

Updated On: 14-02-2018 08:11

Legacy Id: TEC1445114

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:

Announcements are visible in Service Desk Manager but do not appear in Unified Self-Service (USS) for the same userid.

Cause:

The USS integration works based on the mail address set for the user. If the mail address is not set or is different in the 2 application, then the announcement and other attributes will not be found and won't be shown in the application.

Environment:

Service Desk Manager (SDM) 14.1Unified Self-Service (USS) 14.1

Resolution:

1) Log into Service Desk Manager > Administration > Security and Role Management > Contacts > Search for the user with the problem > Click on it > See the mail address set and configure if necessary.

2) Log into USS with the user with the problem > Click on the dropdown arrow at the top right corner > My Profile > Edit my Profile > See the email address set. If you need to configure the mail address in USS, then do the following:

2.1) Log into USS Control Panel as an administrator (example: CASMAdmin) > Portal > Users and Organizations > Click on the User with the wrong email address > Change Email Address > Click on Save.

3) Log out From SDM and USS and log into the applications again. This time the announcements should be visible for the user.