The email notifications sent by Actions in Unified Self-Service have a link to Service Catalog instead of Unified Self-Service

Products

• CA Service Catalog
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

The email notifications triggered by actions in Unified Self-Service have a link to Service Catalog instead of Unified Self-Service.

Users does not use Service Catalog so it's confusing for users who receive the notifications since they are not familiar with the Service Catalog application, only with Unified Self-Service (USS).

Environment

Unified Self-Service (USS) 14.1 and laterService Catalog 14.1 Cum 1 and later

Cause

The "Request Details Link for Email Notifications" option has not been configured in Service Catalog.

Resolution

There is a feature starting from Service Catalog 14.1 Cum 1 that allows you to change the URL and point to USS instead of Service Catalog for the email notification link.

Here are the steps to configure the URL to point to USS:

1) Log into Catalog as Service Delivery Administrator

2) Catalog tab > Configuration > Options > Request Management Configuration

3) Locate for "Request Details Link for Email Notifications" option

4) By default, value for this parameter is not configured.

This parameter can be configured in the following format if CA Service Catalog is configured with USS:

http://<USS HostName>:<PortNumber>/web/frontoffice/myrequest-catalog?ServiceCatalogRequestID=

If Unified Self-Service (USS) URL is configured for Request Details Link for E-Mail Notifications,

clicking on the request details hyperlinks in the email notification will take to the Unified Self-Service login page instead of CA Service Catalog login page.

If this parameter is not configured, clicking on the hyperlinks in email notification with request details takes to the CA Service Catalog Login page.

Additional Information

Further details about this new feature starting from 14.1 Cum 1:

https://docops.ca.com/ca-service-management/14-1/en/release-information/what-s-new-in-this-release/ca-service-management-release-14-1-01-enhancements