Announcements don't appear in Unified Self-Service

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.